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OmniServ’s Samantha Saunders becomes a global ambassador for #PurpleLightUp movement

OmniServ’s Samantha Saunders becomes a global ambassador for #PurpleLightUp movement

The Head of Innovation and Regulatory Compliance at airport services provider OmniServ, Samantha Saunders, has been made a global ambassador for the #PurpleLightUp movement. The role will see Saunders furthering the aim of PurpleSpace in supporting those employees living with ill health, disability or the repercussions of an…

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Forget Black Friday! Make sure all your ‘peakies’ are blinders

Forget Black Friday! Make sure all your ‘peakies’ are blinders

It may be the biggest, but Black Friday is now just one of many peak sales periods across the year for retailers. Conor McGrath, Head of UK Clients at parcelLab explains how retailers can get the most from these periods by making them about more…

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Closing the post-purchase communications gap drives 90% repurchase rates

Closing the post-purchase communications gap drives 90% repurchase rates

Communicating directly with customers once they have made a purchase during the shipping and returns period can significantly increase repurchase rates for online retailers, according to new research by parcelLab. Most online retailers leave post-purchase communication to their courier company. In fact, only11of Britain’s 100…

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OPINION A loyal customer is for life, not just for Christmas

OPINION A loyal customer is for life, not just for Christmas

Retailers are no longer defined by products but their customer journey. Katharine Biggs, UK Marketing Manager at parcelLab, looks at how multi-category retailers can create long-term customer loyalty for themselves and not just the brands they stock, by creating the best customer journey and experience,…

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99% of UK’s top 100 fashion retailers stop marketing to customers as soon as they have made an online purchase

99% of UK’s top 100 fashion retailers stop marketing to customers as soon as they have made an online purchase

99% of the UK’s top 100 fashion retailers are failing to provide customers with a personalised post-checkout experience by neglecting to send tailored shipping communications to their customer, meaning the majority are missing out on a vital marketing channel, according to parcelLab’s ‘UK E-Commerce Shipping Study…

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Working in Partnership to Deliver Enhanced Customer Service

Working in Partnership to Deliver Enhanced Customer Service

In the final blog of the Customer Service Week series, Samantha Saunders hands over to Rob Stefanovic, Senior Commercial Manager at OmniServ, to share an example of how cooperation between partners can help build trust and recognition. Trust: Building brand reputation and trust by delivering…

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Company-Wide Commitment Is Needed to Lead Customer Service Innovation

Company-Wide Commitment Is Needed to Lead Customer Service Innovation

Continuing with our special Customer Service Week series, OmniServ’s Samantha Saunders argues that to lead customer service innovation in an industry, you need commitment across the board. Leadership: Championing customer service The air travel industry is all about the customer experience; and I am glad…

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Recognizing Great Staff Performance Is Key to Improving Service Quality

Recognizing Great Staff Performance Is Key to Improving Service Quality

The third post in our Customer Service Week series by Samantha Saunders examines the importance of employee engagement and recognition. Recognition: Celebrate your customer service heroes At OmniServ, our biggest single UK contract is with Heathrow Airport, where we deliver assistance for passengers classified as…

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Deliver Better Customer Service by Breaking Down Internal Barriers

Deliver Better Customer Service by Breaking Down Internal Barriers

In the second of a special Customer Service Week series, Samantha Saunders, Head of Innovation & Regulatory Compliance at OmniServ explores how cross-training staff improves morale, attitude and service delivery. Capability & Skills: Identifying and nurturing customer service skills in your organization. Airports are like…

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‘QEF Apprentice Challenge’ takes over charity shops in Surrey

‘QEF Apprentice Challenge’ takes over charity shops in Surrey

Disability charity Queen Elizabeth’s Foundation for Disabled People (QEF) are launching the ‘QEF Apprentice Challenge’ this week, in partnership with OmniServ; one of the UK’s leading airline and airport assistance services providers.  In the style of the popular BBC One programme The Apprentice, 6 teams…

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