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UK’s worst bank for customer service revealed - Monday, 23 August, 2010
A satisfaction survey by the consumer group Which? has revealed the UK’s best and worst-rated banks for customer service.
Complaint management 2.0: Seven lessons from the frontline - Monday, 16 August, 2010
To mark National Complaints Day, an open session was held earlier this week to explore the impact of social media on complaint management. Chaired by Guy Stephens, senior consultant at Foviance, the roundtable discussion featured a selection of representatives from the public and private sectors who spoke frankly about their experiences of complaint management in the dawning of the social media age.
UK Customer Satisfaction Index results July 2010 - Tuesday, 20 July, 2010
The UK CS Index surveys 26,000 British adults on the web about the service they receive every six months and produce an index that provides an indication of who's supplying the best service.
Let staff watch the England match - Tuesday, 22 June, 2010
Let staff watch the England match?
A survey of more than 140 firms by the London Chamber of Commerce found that two-thirds were not making any special arrangements for the 3pm kick-off.
How small businesses can improve customer service? - Monday, 14 June, 2010
A happy customer returns, whereas a disgruntled one stays away. Worse, he probably bad mouths you, even over the net. And, you end up losing severalgood customers. Something a small or a mid-sized cannot afford in these economically challenging times. That’s why, it’s important to focus on the customer experience, before and after sales. Here are a few proven ways to improve customer service.
Poor customer experiences trigger switching epidemic - Friday, 4 June, 2010
Poor customer experiences trigger switching epidemic
Common complaints and how to avoid them - Wednesday, 7 April, 2010
All businesses have to handle customer complaints at some point, but it makes sense to avoid them in the first place if you can. Naomi Marks finds out how to keep your customers happy.
CSN to put Delight into Turkish Call Centre Conference - Wednesday, 2 December, 2009
John Hughes, MD of Customer Service Netword is the keynote speaker in the 2010 Istanbul Call Centre Conference and Expo to be held on 25-26 October 2010.
John Hughes Inside Out Column - Tuesday, 3 November, 2009
The Latest Inside Out Column From John Hughes
Let's hear it for the "customer experience"
The CSN Interview - Guy Stephens - Tuesday, 3 November, 2009
The CSN Interview - Guy Stephens
A conversation with Guy Stephens, founder of the LinkedIn Group, where social media meets customer service
Bank claim that is out of this world - Tuesday, 27 October, 2009
US bank customer Dalton Chiscolm could learn on Friday if he is one step closer to becoming the world's first ever billion-trillionaire.
Mr Chiscolm sued Bank of America in Manhattan's federal court in August for "$1,784 billion trillion", in a complaint that boiled down to poor customer service.
Inside Out Column by John Hughes - Monday, 14 September, 2009
Let's hear it for the "customer experience"
The actor John Bird once played a world-weary public relations executive called Martin McCabe, known for his "first class mind" and a propensity for claret in the BBC radio comedy Absolute Power. On numerous occasions his character explains he was about to do whatever he is supposed to for a client, but then realised he "couldn't be arsed".
The CSN Interview September 2009 - Monday, 14 September, 2009
The CSN Interview: Dr Mike Jackson
Dr. Mike Jackson is a founder member and chairman of Web site: Shaping Tomorrow (www.shapingtomorrow.com). Shaping Tomorrow helps over 13,000 people and organisations anticipate, and respond to, how we will live. He also advises businesses on improving their competitiveness through practical, sustainable business strategies.
New Orange formats to focus on service - Friday, 24 July, 2009
New Orange formats to focus on service
Mobile phone operator Orange is to trial two new store formats as it seeks to drive a customer service ethos.
Unhappy Customer Makes Point on YouTube - Wednesday, 22 July, 2009
Unhappy Customer Makes Point on YouTube
We are all aware that customers have many new ways of complaining at their disposal. The internet has provided the most convenient ones, but a recent disgruntled customer in the United States took his issue to new levels...on YouTube.
Value for money wins the day at Which? Awards - Thursday, 9 July, 2009
Value for money wins the day at Which? Awards
Which? annual awards winners revealed
A restaurant located in a shopping precinct and a family-run butcher were today named by Which? as winners of top consumer awards, alongside well-known names such as BMW and John Lewis.
Why Do You Need To Benchmark? - Thursday, 18 June, 2009
A lot of customer service operations feel that they can get along just fine without external benchmarking.
They have their internal performance metrics in place and do a regular customer satisfaction survey. What more is necessary?
Well, there are a number of things that may be wrong with that scenario, says Alton Martin in the May issue of Customer Service Newsletter.
The CSN Interview - Richard Wells June 2009 - Monday, 8 June, 2009
The CSN Interview: Richard Wells
Richard Wells has many years' experience as a Management Development Consultant for the public and private sectors
Benchmarking Club opens for business - Thursday, 2 April, 2009
A new imminent service from CSN - the Benchmarking Club - is already attracting a steady stream of interest from members: the first 20 receive a 10% discount. The new club allows its members to see just how they are doing in terms of service excellence and to gauge exactly where their service excellence measurements fit into the surrounding business environment.
The CSN Interview April 2009 - Thursday, 2 April, 2009
The CSN Interview - Paul Winterburn, Head of Resolutions, GE Money Home Lending
Paul talks to CSN about the "perfect complaint process" and GE Money Home Lending's journey towards it.
CSN Supporting Customer Strategy Event, London, 12 March 2009 - Monday, 9 February, 2009
New Customer Strategies for Uncertain Times
Retaining customers and growing market share during a recession
Thursday 12th March 2009, Ambassadors Hotel, London
We have been heading towards the inevitable recession for a while now and it's fascinating to see how organisations tackle the issue of customer service in such challenging times. So it’s fantastic to see that the subject is being far from ignored, and that the Customer Strategy Conference “New Customer Strategies for Uncertain Times” is focussing on the things that can be done now to ensure there is life, and indeed, growth in the future.
The CSN Interview February 2009 - Friday, 6 February, 2009
The CSN interview: Neil Gleeson, CEO ComplaintCommunity
Neil talks to CSN about this exciting new business and the idea behind National Complaints Day
10 Top Tips to Deliver Service Excellence - Friday, 30 January, 2009
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Reducing customer service costs while improving customer satisfaction and loyalty is challenging in the best of times. During a recession, performing this becomes both more difficult and more essential to achieve.
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Be sure to cancel your credit cards before you die! - Thursday, 27 November, 2008
Be sure to cancel your credit cards before you die!
A cautionary customer service tale for anyone putting the Christmas presents on plastic this year....
New study shows customer experience is a competitive differentiator - Wednesday, 26 November, 2008
New study shows customer experience is a competitive differentiator
According to the results of a new survey from SAS, Peppers & Rogers Group and Jubelirer Research, companies that have better customer experience management capabilities, along with a strong customer orientation, enjoy a decisive competitive advantage.
CSN and Complaint Community Join Up to Tackle Complaints - Monday, 24 November, 2008
CSN and Complaint Community Join Up to Tackle Complaints
CSN are pleased to announce they are forming a partnership with ComplaintCommunity™ to provide expert advice on complaint management, service excellence and best practice as part of their ComplaintAdvice™ service...
Customer Service in Banks is Key - Monday, 24 November, 2008
Customer Service in Banks is Key A recent survey into service levels in the banking sector suggests that customer service is the key to regaining consumer confidence....
CSN to Launch Benchmarking Service - Thursday, 20 November, 2008
UK consumers spending 5.8billion hours a year on customer service - Wednesday, 19 November, 2008
People Key to Perfect Customer Experience - Tuesday, 18 November, 2008
Top 10 Call Centres for Customer Service - Tuesday, 4 November, 2008
THE UK’S TOP TEN CALL CENTRES FOR CUSTOMER SERVICE
The study was commissioned by the UK’s Top 50 Call Centres for Customer Service, a programme organised by Call Centre Focus magazine, to raise customer service standards in the call centre industry...
Successful Surveys for Hard Times - Tuesday, 21 October, 2008
Successful Surveys for Hard Times
In hard times, winners will sharpen their customer experience to focus on what matters most to customers and feedback takes on a crucial role; but only if it provides actionable results.
Wairose Proves Customers Pay More For Service Excellece - Wednesday, 15 October, 2008
UK: Waitrose tops poll to find store that has it all
Waitrose supermarkets are named the best stores in Britain today in a report that says shoppers are increasingly willing to pay a little extra in return for better service.
Retaining Customers In Hard Times - Friday, 12 September, 2008
It's doom and gloom, according to many of the economic commentators, but now is not the time to take your eye off the customer experience ball.
Retail Customers Give Sports Shops The Thumbs Down - Saturday, 15 September, 2007
JD Sports has been voted the UK retailer with the worst customer service.
According to a survey of 10,000 shoppers by Which? the sports retailer came bottom of a league table rating UK retailers on customer satisfaction. It was followed by rival business JJB Sports.