PLEASE NOTE: THIS IS A SERVICE NETWORK EVENT SUPPORTED BY CSN. THE EVENT IS OPEN TO ORGANISATIONS BASED IN THE NORTH-EAST OF ENGLAND ONLY AND BOOKINGS MUST BE MADE VIA SERVICE NETWORK 31st January 2012 Distinctive Delivery: Customer feedback – Act on it or don’t collect it at all! When it comes to customer satisfaction, Read More…
Dec 152011
Yesterday, Mary Portas, Queen of Shops, issued her report on the future UK high street. Countless news programmes and radio phone-ins debated what she said and in amongst the opinions, agreeing and disagreeing with her ideas, one of the callers made a really important point. Or rather, they asked a really significant question: “Is shopping on Read More…
Report by Paul Sawers is UK & Media Editor at The Next Web. Regulator Ofcom has released its latest report, highlighting the best and worst of customer service across the various UK communications industries. Thousands of consumers were interviewed in September this year, and they were each asked to rate their experiences of the different companies’ customers Read More…
Nov 202011
UK businesses face £2bn war for customers 17 NOVEMBER 2011 UK firms fear losing 10% of their customer base over the next three years, at a cost of almost £2.25bn, a study by the Institute of Customer Service (ICS) reveals. As cash-strapped customers spend less and shop around more amid continuing economic turmoil, business leaders Read More…
Yesterday I spoke to my brother-in-law, who had a question about installing a new 3D TV he had just purchased. During the conversation he relayed the experience he had encountered during the decision process. It makes for, in my opinion, interesting reading on how customer service can differ so greatly. He lives in Nottingham, and Read More…
I read an article today that said “Complaints are good. Complaints, or the lack of them, can be used to measure customer satisfaction”. Really? I think this is a sentence of two halves – to use the football commentator’s analogy – and the second half is not good. I totally agree that complaints are good. Read More…
CSN’s “How to get the best from your people” networking event won the seal of approval from its delegates – with 100% rating the day as “good or excellent”. Speakers at the London event included Tim Hadfield from Britannia Building Society who presented a Best Places to Work case study and Adam Truelove from Forest Read More…
Leading providers of customer interaction software, eGain, are sponsoring CSN’s Annual Conference in London on 16 November. UK customer service experts will be stating “The Business Case for Service Excellence” – showing organisations how they can boost their bottom line, even in these challenging times. Andrew McMillan – who led the John Lewis customer service Read More…
The energy regulator Ofgem has fined Npower £2m for failing to handle complaints properly. Ofgem said Npower had not recorded complaints properly or given dissatisfied complainers details of the Energy Ombudsman’s redress service. It added that Npower had now remedied all of the breaches of the regulations for which it was fined. A spokesman for Read More…
Oct 282011
Do organisations really want to their customer service to be excellent? At a recent workshop with around 20 different UK organisations, I read some lines from their websites. All but one of them claimed that they ‘wanted to be excellent’ although not all in the same way – but the word excellent was still used. Read More…
