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…
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…
Buster Keaton's approach to housebuilding is still alive and well nearly 100 years on
Time to junk the satisfaction survey
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…
Net Promoter Score – what’s the point?
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…
Image: Loco Steve on flickr
Five Go Mad at GWR
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…
Closing the loop – listen to Yoda
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…
Closing the loop: the vital missing component in complaints handling
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…
Scream Call Symbol Megaphone Barker Sound Afro
Customer service basics can make all the difference (part 2)
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…
People not process will turn your complainers into raving fans
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…
4 questions to check… are you exploiting your complaints goldmine?
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…