Blog

Blog

Disruption at London’s Waterloo station ahead of strike

Rail services into the country’s busiest station were disrupted for a second day ahead of a strike by guards which will lead to hundreds of trains being cancelled. Read more
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Why Customers Want Complaints Handled Within Minutes

Research has shown that consumers have increasingly lofty expectations in our digital world, and woe betide any organisation that fails to take this on board. Read more
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After the Equifax breach, this is how many people have checked their credit

If the massive data breach at credit reporting company Equifax EFX, +1.15% didn’t scare you into checking your credit, you aren’t alone. Read more
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How CO-OP put complaint handling at the heart of the brand’s revival

With a loss of £660m in 2013 and £2.5bn by 2014, it was clear CO-OP Food was in crisis and on the brink of collapse. Read more
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How Tesla Uses its Top Employees to Tackle Complaints

Last year Tesla, the American automotive company, claimed the top spot in Consumer Report’s(https://www.consumerreports.org/car-reliability-owner-satisfaction/car-brands-ranked-by-satisfaction/) annual satisfaction survey which asked car owners to submit their opinions on leading manufacturers. In this report, 91% of current Tesla owners said that they would buy another Tesla car in the future, with many consumers wishing to support their mission to combat global warming. Read more
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How Scottish Water empowers its people during a crisis

As a publicly owned company, Scottish Water is answerable to the Scottish Parliament and the people of Scotland. With 3,400 employees providing service to over 5 million customers, Scottish Water’s vision is to be ‘Trusted to Serve Scotland’. Read more
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Winning complaint handling behaviours

With complaint handling strategies rising up the agenda for customer-focused companies, our panel has reviewed three winning entries from the UK Complaint Handling Awards ’17 to identify how profits are boosted through a listen and fix attitude. Read more
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An interview with Yorkshire Building Society’s ‘Inspirational Leader

The Customer Relations team has been on a major transformational journey over the past few years and strong leadership has been integral to our success. We wanted to celebrate and recognise this through the Inspirational Leader category. Read more
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How the Fragrance Shop used reviews to boost sales and improve customer service

Established in 1994, The Fragrance Shop is the UK’s largest independent fragrance retailer. HQ’d in Manchester, they employ approximately 1,250 staff. Read more
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What I Learned from Complaint Handling Awards ‘17

I was honoured to be a judge at the UK Complaint Handling Awards, and grateful that my employer Capita allows me the time to develop these extra-curricular activities outside of my role. As I am desperately passionate about customer experience, I was excited to see what the day ahead of me would be: a day focussed on improving the complaints procedures within companies, and examples of them going from being at their worst to becoming their best. Read more
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