Category: Guides & Reports

The Power of Word of Mouth Marketing

How much does what people have to say about a brand actually affect the business? How much power do recommendations and reviews actually hold, and should businesses be prioritising word of mouth marketing? To find out, we surveyed consumers from across the UK, asking them about their spending habits and inclination to leave reviews or talk to family and friends about their experiences with brands.

How to Improve Sales Through Customer Service

Customer service is not just about addressing complaints and queries; it’s a powerful tool that can significantly impact sales. In today’s competitive market, where products and services often come with similar features and prices, exceptional customer service can be the key differentiator that drives customers to choose one company over another.

A Guide to 24/7 Customer Care

At this time of digital transformation 24/7 customer service accessibility is essential. Your customer care team needs to be available at all times, whenever your customers want them.

Case Study: Hotel Chocolat

As a brand, Hotel Chocolat have always found outsourcing essential to their operations as it offers them much-needed flexibility. Plus, they have found that when partnering with FM, the expanded teams feel like just another part of the Hotel Chocolat business.

Improving Brand Reputation for Our Clients

Our client reached out to FM Outsource to digitally transform their customer service offering. Within 10 months, we had improved their review score to 4 out of 5 stars and saw them sitting alongside fashion giant Dior.