CSN Sector Insights

Imagine you walk into your kitchen and ask Alexa (other voice controlled hands-free speakers are available) to remind you to call O2 customer services later as you’ve got a question about your bill.

She does, and when you do ring, guess who is on the other end of the Customer Service Department line? Alexa!

Weird? Confusing? Definitely possible because this week O2 said they wanted to push customers towards robots to answer some of their queries and in a separate story, Amazon were trying to sell Alexa into call centres.

It hasn’t been a great few weeks for Mike Ashley and his Sports Direct Chain.

This week the company has been accused of mis-leading customers by claiming their price of £42 for a new Arsenal football shirt represented a saving of £17.99 but it turned out they had never sold the shirt for the higher price.

The Advertising Standards Agency said it was likely that customers would read into the saving headline that the company normally sold the product for £59.99.

A case of taking liberties with customers?


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.


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.


Find out more

Customer Service Nework work closely with a range of businesses across the Retail and Consumer Sectors.

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

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