When statistics hide the truth about customer complaints
Ofgem’s complaints report shows the problem – and the opportunities The trouble with being a customer experience-obsessive is that as soon as you hear an item on the news about…
Ofgem’s complaints report shows the problem – and the opportunities The trouble with being a customer experience-obsessive is that as soon as you hear an item on the news about…
In this podcast, Nick Bush talks to Alex Russell-Rutherford a customer experience lead at UK utility company Wessex Water. Alex and his team recently won an award at the UK…
Why your customer strategy should focus on complaints I was half listening to the news the other day when I heard a story about a couple who were selling their…
It all depends on the context An unwanted set of medical visits last week resulted in an equally unwanted set of follow-up texts. My local hospital trust “would like me…
Even a fictional character can have a bad customer experience George was feeling a bit strange. Together with her cousins Dick, Julian and Anne – not forgetting her dog Timmy…
For a really effective way to manage complaints profitably, you have to be prepared to learn I don’t often look to fictional characters for management advice, but if you’ve had…
You need a strategic approach to managing complaints that focuses on customer outcomes as much as what went wrong. I recently described complaints as being an under-exploited goldmine of customer…
In the first part of this two-part article I dealt with some examples of keeping the customer informed and managing their expectations. There’s a common theme emerging in both those…
Complaints are a customer feedback goldmine and one that companies ignore at their peril. But how you handle the complaint is even more important: it’s a moment of truth that…
Have you got PPI? Do you think you might have had PPI? I’ve lost count of the times that some click-bait ad has popped up to ask me that question…