From 2008 to Today, and Back to the 80s: C3 2018 Day 2 Highlights


From 2008 to Today, and Back to the 80s: C3 2018 Day 2 Highlights. . As a daily destination for consumers, they’re constantly receiving feedback and have been able to turn that data into actionable insights and improvements. The post From 2008 to Today, and Back to the 80s: C3 2018 Day 2 Highlights appeared first on Clarabridge. Day 2 of our tenth annual C3 Conference started off with a walk down memory lane.

The Transparent Customer Experience: how measurement can benefit both company & customer


I am writing this blog having just watched a Hollywood movie about the 2008 banking crisis – The Big Short, featuring Christian Bale, Steve Carell, Ryan Gosling and Brad Pitt is a tough watch – not because of the quality of the acting, but because of the almost completely unbelievable plot. Since 2008, business related ‘horror stories’ continue to shock consumers – from Tesco, to Mitsubishi. That phenomenon is you and I – the consumer.


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How not to pay a charge made after transaction (and why!)

Helen Dewdney

Making the charge after a consumer clicks the booking/payment is not part of the booking process. It is obviously unfair to the consumer if the company can charge any amount it likes to a consumer without informing them of what it is before they have paid! Company name is in breach of the EU Consumer Rights Directive 2013 (2011/83/EC). Terms that are found unfair under the Directive are not binding for consumers. Outside of UK but inside EU.

How to challenge terms & conditions (even those you’ve agreed)

Helen Dewdney

The Government thought so too and there was a call for evidence from the Department for Business, Innovation & Skills for consumers to provide feedback regarding their experiences. Consumer Rights Act 2015 and unfair contracts. The Consumer Rights Act 2015 (CRA) creates a ‘fairness test’ to stop consumers being put at unfair disadvantage. The Consumer Protection from Unfair Trading Regulations 2008 (amended 2014) (CPUTRs).

Do Morethan just comparison websites for insurance quotes!

Helen Dewdney

It is now illegal to only provide such numbers for customer helplines under the The Consumer Rights Directive 2013 but oddly it was provided at a later date but it wasn’t on the website!Secondly I’m not sure that any Laws were broken here, although one wonders about misleading practices and the Consumer Protection from Unfair Trading Regulations 2008. How do you take out your contents and building insurance?

Mis-sold a contract? How to get out of it

Helen Dewdney

We quoted the Misrepresentation Act and the Consumer Protection from Unfair Trading Regulations 2008 (a misleading practice because it would appear that the sales person led Ben to take a different transactional decision than he might have taken if given the full correct information.) Complaining Complaints gaining redress Uncategorized Consumer Protection from Unfair Trading Regulations 2008 mis-selling contracts Misrepresentation Act phones 4 u Vodafone

What did the EU do for consumer law?

Helen Dewdney

I have been asked a lot what EU law affects consumer law and what would happen to consumer law should we leave the EU on Thursday. EU legislation is intended to give consumers across the EU equivalent rights. See the UK European Consumer Centre for more details. So what do we have consumer law related and what is likely to happen to them? The Consumer Rights Directive 2013 . Consumer Protection from Unfair Trading (Amendment) Regulations.

Don’t get blue this Monday, get away from it all…

Helen Dewdney

1) I’ll kick off, as you would expect, with your consumer rights. You have numerous consumer rights to cover you when booking your holiday and for when you are on holiday. For even more information, advice, tips, your consumer rights and template letters for most sectors GET THE BOOK! How To Complain: The ESSENTIAL Consumer Guide to Getting REFUNDS, Redress and RESULTS!

Vodafone fined £4.6m for breaches of consumer protection laws

Helen Dewdney

by Ofcom for “serious and sustained breaches of consumer protection rules” Ofcom undertook two investigations lasting 18 months. Following its investigation, Ofcom decided to issue Vodafone with a notification under s96A of the Communications Act 2003 (the “Act”) on 15 April 2016 as they had reasonable grounds to believe that it had contravened consumer law between 26 May 2011 and 28 September 2015. Refer to the correct consumer law.

CX leaders: Don’t let empowered consumers pass you by


Empowering your consumers is the key to improved customer experience. I’ll always remember a session at an Advertising Research Foundation conference in 2008 delivered to an audience of consumer research professionals in New York City. As it turns out, this adaptation to the “lifestyles of consumers” actually could be summed up in one word: “empowerment”. Empowered consumers need to believe they have a share, she reasoned.

Delivering what US consumers want


Date: Friday, July 8, 2016 Delivering what US consumers want. First run in 2008 and based on a representative sample of consumers, it tracks how people feel about their financial prospects and the impact that this has on their buying habits and behavior. This year’s report is just out and the topline findings are that consumers feel more confident about their financial position compared to a year ago, but are still cautious about what they spend their money on.

Customer Feedback Is No Longer Just a Luxury for High End Retailers


The global pandemic may have impacted how consumers buy luxury goods, but the market is still growing. consumers will likely return quickly to paying full price for luxury goods—the same way they did after the 2008 global financial crisis.

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Ridesharing: The Millennial Effect

QuestionPro Audience

According to a recent report from SharesPost , consumers are using ridesharing services more than ever before. Millennials have a lower rate of car ownership than previous generations at their age, and only 76% of 20-24 year-olds possess a driver’s license , down from 82% in 2008. QuestionPro Audience provides our clients with access to more than 5 million active consumer respondents, who are pre-screened and qualified candidates for high-quality data collection.

All the laws and regulations you need to make a complaint about almost anything

Helen Dewdney

Complain easily using consumer laws! Consumer Rights Act 2015 – the most comprehensive useful law to cover you for most issues with products and services. Consumer Rights Act 2015 digital content the extra cover. The Consumer Rights Directive 2013 – these laws cover you for purchases in the EU. A Guide to The Consumer Protection from Unfair Trading Regulations 2008 (amended 2014) covers your rights regarding unfair contracts and mis-selling.

Guest Post: How To Collect Marketing Insights That Can Improve Customer Service


He shares the process of conducting consumer research and how to implement your findings into the customer experience. Whole Foods analyzes their consumer’s purchase behaviors to arrange the store for the optimal (while most lucrative) customer experience.

Template for fast food delivery refunds

Helen Dewdney

Consumer Rights Act 2015 says services must be carried out with reasonable skill and care. Firstly, under the Consumer Rights Act 2015, services should be carried out with information given verbally or in writing to the consumer which is binding where the consumer relies on it. Secondly, The Consumer Protection from Unfair Trading Regulations 2008 (amended 2014) prohibit trading practices that are unfair to consumers. Like your deliveries?

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Carphone Warehouse mis-selling results in FCA fine for over 29m

Helen Dewdney

1 December 2008 to 30 June 2015). it is a breach of The Consumer Protection from Unfair Trading Regulations 2008 (amended 2014) and you should write to the company quoting that Act. Latest News carphone warehouse Consumer Protection from Unfair Trading Regulations 2008 (amended 2014) FCA fine mis-sellingWhistle blowers to be thanked for FCA investigation. The mis-selling of insurance.

What you need to know when using an estate agent

Helen Dewdney

The Consumer Protection from Unfair Trading Regulations 2008 (amended 2014) (CPRs) regulate estate agents and other businesses involved in property sales and lettings. The CPRs prohibit all traders from using unfair commercial practices in their dealings with individual consumers. The Consumers, Estate Agents and Redress Act, 2007 requires all estate agents in the UK to register with an Estate Agents Redress Scheme which can investigate complaints from members of the public.

Tasty solutions for food delivery troubles

Helen Dewdney

A consumer is totally within their rights to reject the order when it arrives. Consumers have a right to a discount on the order if they decide to keep it. In fact, if the delivery was so late that the consumer has had to order another takeaway at additional cost to the original order, they could argue that in law they are entitled to the difference too. State that the company is in breach of the Consumer Rights Act 2015 and The CPUTRs (using the information above).

Service Untitled» Blog Archive » Wachovia delivers positive.

Service Untitled

In December, 2008 Wells Fargo stepped in after the government forced the sale to avoid the failure of Wachovia. Since consumers now can choose from a bank on nearly every corner, what sets a particular branch apart from another? Enlightened consumers have an infinite amount of choices. Service Untitled The blog about customer service and the customer service experience.

Service Untitled» Blog Archive » NJ toll road collectors lack.

Service Untitled

Home About Service Untitled Subscribe for Free Consulting Contact Archives NJ toll road collectors lack customer service training Cheryl March 31, 2010 Angry Customers , Customer Service , Employees , Etiquette , Specific Companies No Comments Under the US Freedom of Information Act, the popular internet site, The Smoking released dramatic examples of complaint letters concerning toll collectors at the NJ Turnpike and Garden State Parkway for the years 2008 to 2009.

Make sure your holiday in the sun doesn’t burn a hole in your pocket

Helen Dewdney

Blue Monday is over and people are thinking about holidays, but with the multitude of ways in ways in which people can book we need to be much more careful of how we book with whom and be aware of consumer rights. EU Directive 2005/29/EC (for the UK Consumer Protection from Unfair Trading Regulations 2008 ) when a shopper makes a purchasing decision s/he would have made had s/he been given accurate information or not put under unfair pressure to do so.

British Gas must pay compensation over price guarantee shambles

Helen Dewdney

We believe British Gas may not have met the Ofgem Standards of Conduct, the Consumer Protection from Unfair Trading Regulations 2008 and the Consumer Rights Act 2015. Paloma Kubiak from YourMoney and I have worked together on an article exposing British Gas.

Tips 39

7 consumer rights misconceptions (and what they are really)

Helen Dewdney

If however, you have bought it at said price and have received a confirmation then you have entered a contract and then the trader must honour the price otherwise in breach of the Consumers Rights Act 2015. If the trader has specifically advertised it at one price and then won’t honour it would be breach of the Consumer Protection from Unfair Trading Regulations 2008 (amended 2014). The Consumer Rights Act 2015 applies.

The complaining habits of public figures – Matt Allwright

Helen Dewdney

In my series of interviews with people in the consumer world, today is the turn of Matt Allwright. 3) How well do you know your legal rights (would be the Consumer Rights Act , different sectors regulations etc. Author of Watchdog: The Consumer Survival Guide *.

More evidence that customer experience is about emotions

Customer Bliss

Forrester recently released their US 2017 Customer Experience Index , which goes through data from 120,000 online consumers to rank 300 brands across 21 industries. There’s been tons of research on the connection between emotions and customer experience/marketing, including this work from Northwestern in 2008. Some interesting, if not surprising, news from the customer experience world recently.

Lies And The Lying — Survey Takers Who Tell Them

QuestionPro Audience

There is some dispute about whether the overall voter turnout was greater in 2016 than in the 2008 or 2012 general elections (apparently the experts do not agree on the number of eligible voters in the US.) What does this have to do with consumer surveys? Some consumer behavior doesn’t make sense, or does it? This ultimately results in survey fatigue for the consumer. Ok, I couldn’t help myself here.

Survey 244

Bitcoin or Bust

QuestionPro Audience

Bitcoin was introduced to the world in 2008, when a paper entitled “Bitcoin: A Peer-to-Peer Electronic Cash System” was passed around a cryptography mailing list by a person known only as Satoshi Nakamoto. Bitcoin uses about 32 terawatts of energy transactions are processed, bitcoin could be consuming enough energy to power e thU.S.

Reviews: A Government Consultation

Helen Dewdney

On 20 June 2021 the Government finally published its consumer paper for consultation. It is titled Reforming Competition and Consumer Policy. These can mislead consumers into thinking products and services are better or worse than they are.

Your energy and your rights – what you should know

Helen Dewdney

Companies are bound by the same laws as suppliers of other services and so consumers are covered in particular by The Consumer Protection from Unfair Trading Regulations 2008 and The Consumer Rights Directive 2013 , protecting the consumer from misleading information and providing a 14 days cooling off period. In Northern Ireland, you should contact the Consumer Council for Northern Ireland).

Deadline Looming for SMCR Regulation

CSM Magazine

Following the credit crisis of 2008, many senior managers and staff avoided confronting their clients or taking responsibility for huge losses, sometimes hiding behind the size of their organisations.

Customer Experience and Value Add: Make it Personal, Emotional, and Sensory

Michelli Experience

Behavioral economist, Dan Ariely’s work on emotional decision-making has also been ground-breaking and inspirational; particularly, when it comes to consumer behavior. In this blog post from 2008 , Dan noted: “ We used to think about decisions as cold calculated, detached, computations that examine the costs and benefits, but recently we have gained a higher appreciation for the role of emotions in our decisions and for the fundamental ways in which they change us….

Customer complaints reach their highest ever

Helen Dewdney

10,000 consumers across 13 industry sectors were surveyed on their customer service experience and the impact this has on business. This is the highest level since their records began in 2008! of consumers said that they had experienced a problem with a company in the previous year.

Coronavirus related cancelled and postponed events your rights

Helen Dewdney

However this could be considered an unfair contract term under the Consumer Rights Act 2015 or under the A Guide to The Consumer Protection from Unfair Trading Regulations 2008 and you should try and get it back using these.

Interview with Charles Stanley, President of De Beers Forevermark

C Space

This plays into status, and something which luxury has always been about, he says, arguing that the affluent consumer will always want to show off their unique purchase. Interview with Charles Stanley, President of De Beers Forevermark. By Jeanie Havens, Express Arena Subject Matter Expert. 3

When Was The Tipping Point For CX? It Looks Like It Started "Tipping" In 2010!


Here's why this chart floats my boat: For two years - from 2008 to 2010 - we see the terms coexisting as if people couldn't quite make up their minds as to whether they were really different or not. Last week I stumbled across The Behavioral Economics Guide, 2015 (which you can find here ). I'm kind of a Daniel Kahneman/Dan Ariely junkie so I immediately started scrolling through it looking for articles of interest. And there, on page 8…big score!

Tips 80

Market Research in Times of Crisis: COVID-19


History shows that every major crisis involving economic uncertainty – the Spanish Flu, World Wars, the Great Depression, and 2008’s Great Recession – has changed consumer behavior. What long term changes can we expect in consumer expectations?