Wessex Water: using complaints to put the customer first

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Wessex Water: using complaints to put the customer first

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 Complaint Handling Awards so we figured it was a good opportunity to get him to divulge the secrets of his success.

One of the challenges utilities companies face is that they are interwoven into people’s everyday lives but most of the time customers ignore them. This creates an effect where customers see them as a bit like “ninjas” working silently in the background but Alex sees an opportunity to for customers to view the company as “knights in shining armour” when things go wrong.

Listen to this podcast to find out how complaints can turn grumpy customers into strong advocates for your business.

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Nick Bush

Nick is a business advisor and non-executive director who helps organisations improve their focus and performance by developing customer-centred strategies and business plans. He has helped companies transform the way they do business through better strategies, change management and technology, with a relentless focus on the customer. Nick has worked across all kinds of business sectors from telecoms to banking, chemicals to charities - as owner of Open Chord his current focus is on helping arts and non-profit organisations to be more successful by creating a solid planning foundation that will help them grow.

This Post Has 2 Comments

    1. Kym Hamer April 8, 2019

      It was our pleasure Alex and thank you. It was great to listen your story – looking forward to hearing about your next successes soon!

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