Listening to the voice of your customer sounds simple enough, but do you really understand the feedback you receive and how you can use it to improve service delivery in your business? Here, Rachel Feilding talks about recent studies that show not listening to your customer (or not understanding the real cause of poor service) is still losing us all business.

Customer journey mapping is a core part of Percepta's services providing a detailed perspective of your customer's potential interaction with the brand along with strategic recommendations designed to enhance customer satisfaction and boost customer loyalty.

Discover customer journey mapping and why author and strategic marketing expert Adam Richardson claims this process as the "first essential step of improving the experience you deliver" in this post on Harvard Business Review's blog.

The words "outsourcing" and "offshoring" have grown to mean the same thing to many. In fact, many of the best performing outsourcing partnerships happen in-market, emphasing a desire to collborate expertise as well as to reduce cost. Some even consider and operate an "insourcing" model, where the service provider comes into the client business. Percepta was a finalist in the CCA Excellence Awards for Best Outsource Partnership with this model in 2010. Martyn Hart, posting on outsourcemagazine.co.uk, talks about a major brand bringing its customer service back home with its outsource partner.

In partnership with the Centre for Scottish Public Policy's (CSPP) "Adopt an Intern" scheme, two new marketing graduates have been given the opportunity to work with Percepta’s UK and European teams, focussing on creative design, digital, market intelligence, research, and analytics.

Using social media to connect with customers to deliver a service remains new for many organisations, but many others are realising great successes — reduced operating costs and improved customer satisfaction to name just two. Paul Hopkins writes about how best to engage your customer using Facebook.

Percepta is delighted to announce the further expansion of our successful South African business operations with the launch of a new Retailer Champion programme.

The team are back this year and aiming higher with an all new alliance (or Mo-alition) with Percepta sites across the UK.

Our team in South Africa has once again contributed and made a difference in their community.

Percepta announces 40 new customer service advisor and team leader jobs in Daventry.