CSN Sector Insights

Can anyone help me?

I’m trying to gain official recognition of my wife’s existence.

It shouldn’t be that hard you’d think. After all, I didn’t buy her, smuggle her into the country or have to blow her up with a foot pump. Actually, she was born right here in Nottingham, has lived in the UK all her life and has just celebrated her fortieth birthday so its not as if she hasn’t been around a while. And whats more, she’s got her own passport (expiring next year admittedly), driving licence, Nectar Card and everything.

But none of the above is good enough for Barclays Bank it appears. Despite her being a customer for more than twelve years, they’ve managed to wipe her existence off the face of the earth or off the face of their customer database at least.

I was dreamin’ when I wrote this. Forgive me if it goes astray.

‘He’s never apologised for it in the past’ I hear you mumbling under your breath.

Anyway, have you seen 22.11.63? It’s the TV show based on the book by Stephen King where a man discovers a portal to the past and is able to go through it to the titular date and, in the show, stop the assassination of John F. Kennedy while he’s there.


John Hughes, Founder and Managing Director, CSN

John has spent more than thirty years helping organisations improve their customer service, using low cost, practical and high effective solutions that are focussed on what the customer wants, their feedback, the organisational context and above all, the people who make it happen. He is President of The International Customer Service Institute in the UK, the lead assessor for The International Standard and a judge on the UK Customer Experience Awards.

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Customer Service Nework work closely with a range of businesses across the Financial Services Sector.

Call us on 01902 311641 or click here to get in touch to find out more.

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At NHBC we wanted to take a close look at the customer journey for one very important aspect of our business. Rather than a traditional process mapping exercise I contacted Customer Service Network to discuss Customer Journey Mapping – a process that’s designed to look at things through the customer eyes. CSN took us through this process helping us to gain an in-depth insight into how our customers experience a process and where we could improve that experience. From the exercise we gained 40 new ideas which we are now working on. I doubt we would have got to this in such a well-planned and focussed way without the help of CSN and with the addition of the Mapovate software to help us capture and then review and refine the process as we implement changes I now feel we are in a great position to make some real changes to the benefit of the customer. Thank you CSN for helping us get this far.

Trudie Wright, Head of Customer Services

Case Study

The International Standard for Service Excellence (TISSE) is a global accreditation for customer service, developed by The International Customer Service Institute.

But do you know that it also is a great way to simply assess where your customer service currently is. With any improvements or strategic implementation you need to know your starting position; otherwise, how will you know if you’re getting better?

Click here to download the TISSE Case Study.


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