Small business

November 10, 2020
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How can you relate to B2B customers when they more ‘hidden’ from you than before? – Interview with Jeroen Corthout of Salesflare

Today’s interview is with Jeroen Corthout who is the co-founder and CEO of Salesflare, an intelligent CRM that has been built specifically for smaller businesses selling […]
October 8, 2020
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The difference and relationship between emotion, empathy and emotional intelligence in customer experience – Interview with Sandra Thompson

Today’s interview is with Sandra Thompson, a published consultant, lecturer, course leader and trainer in the field of customer experience, emotional intelligence and, more recently, remote […]
April 26, 2019
Q and A

Q&A: Talking about improving customer experience

The following is a Q&A conversation that I had with Anna Jordan, a reporter at SmallBusiness.co.uk. The conversation was originally published here. The customer experience is […]
July 9, 2014

Customer Relations – learn to look as well as listen

This is a guest post from Jennifer Welford, Small Business Team – Accounts and Legal. ‘Ethnography’ is one of those obtuse marketing words, like ‘psychographic’ or […]