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Rob Rinder in the media: past, present and future. In December 2019 Rob Rinder kindly give me a review for my book 101 Habits of an Effective Complainer. Having kept in touch since then, I recently undertook a series of exclusive interviews with him. MORE
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Every year Ombudsman Services produces its Consumer Action Monitor. It undertakes research with consumers regarding complaints. This year it looked at the impact of Covid 19 on consumer complaining habits during March and September in 2020. MORE
Education Minister asks for complaints – Praise for teachers is the response! Within 48 hours of Gavin Williamson (who has no experience in education) encouraging parents to complain to OFSTED if they were not happy with schools, over 5,000 emails were received praising schools. MORE
Consultation means listening and reacting – but have they done that? When consumers have a problem getting a refund from an airline they can go to an Alternative Dispute Resolution (ADR) provider, who will decide whether the consumer or the airline is right in a dispute. MORE
This is a guest post by Paul Newton. Hello there! My name is Paul Newton and I own a company called MentalTheft. We’re currently helping a lot of people who are worried about COVID-19 scams. MORE
During the current crisis, most businesses are doing the right thing when it comes to refunding consumers affected by cancellations. For example, I had tickets booked for a charity comedy night full of A-list comedians and waited for news about the event. MORE
Logistics unlocked. Recently I wrote a post Buying from Europe? Import changes made it a whole lot more complicated and costlier! I found that complicated to get my head round and that was just for consumers! When it came to importing for businesses it was even more complicated! MORE
FCA tackles the insurance penalty – at last! The Financial Conduct Authority (FCA) has announced today that it will reform home and motor insurance, focussing particularly on the current “loyalty penalty” that punishes existing loyal clients’ premiums and favours new clients. MORE
The great British High Street is in trouble and needs help! Of course, shopping centres and High Streets have been in trouble for years and nothing has been done about it. Shops have survived in towns and cities where there was glimmer of innovation. MORE
Customer service: Email still beats webchat and phone calls. Many companies make it difficult for customers to complain. I have always advocated writing to companies when complaining, for several reasons. 1) So that you have the evidence trail should you need to take the matter further. MORE
Airline regulator goes hush-hush – Does it want opinions or not? The Civil Aviation Authority (CAA), the UK’s airline regulator, recently launched a consultation. MORE
Coronavirus has brought chaos to the world. In its path consumer travel plans have been disrupted indefinitely, so what are your rights and what can you do when companies won’t play ball? My flight was cancelled and the airline is only offering a credit note to be used on another flight. MORE
With the current pandemic and a nation in lockdown, many of us are turning to online ordering more than ever before. MORE
I talk with former CEO of the Chartered Trading Standards Institute (CTSI). Leon Livermore, in a series of interviews. In the first one we discuss his work at CTSI. What is the CTSI? Leon Livermore was the CEO of the CTSI, for almost 8 years until March 2021. MORE
Can we shop ethically this Christmas? Just when you thought 2020 couldn’t get worse, we have entered another lockdown. This time in the cold and wet and in the run-up to Christmas. MORE
Vulnerable people are frequently left without a resolution to a complaint. They can find it difficult to know how to complain, what route to take, what language to use, and if they don’t get a satisfactory response they will give up more quickly. MORE
During the current crisis, most businesses are doing the right thing when it comes to refunding consumers affected by cancellations. For example, I had tickets booked for a charity comedy night full of A-list comedians and waited for news about the event. MORE
This article first appeared in Moneywise November 2018. Moneywise was wound up so I have reproduced my article here. To boycott or not to boycott? That is the question. What do you do if you still receive bad service, even after you have complained? MORE
This is a guest post by Paul Newton. Hello there! My name is Paul Newton and I own a company called MentalTheft. We’re currently helping a lot of people who are worried about COVID-19 scams. MORE
At a time when a health and economic crisis has hit the world, we are hearing of some companies that are taking advantage and not adhering to their legal obligations. Whilst the majority of businesses are doing the right thing by their customers, many are not. MORE
All you need to know about how much goods from abroad will cost you. Buying goods and services from outside the UK has become more complicated after Brexit. MORE
Going anywhere nice this year? The UK is bracing itself for news of the lifting of national and international COVID-19 travel restrictions as early as 7 May 2021. MORE
Tesco fails to plan for Christmas. For many years now Tesco like other supermarkets has offered home delivery of your shopping. You can book hourly slots or flexible slots from 6.00am to 11.00pm every day. MORE
Boss hops to competitor bank during lockdown. The Chief Executive of First Direct, Joe Gordon, has left the company in what appears to be a surprise departure. First Direct, which is part of HSBC, lost its star CEO in May 2020 during the coronavirus lockdown period. MORE
Get to know the arbitrators! The 8 October 2020 is International Ombuds Day. The second Thursday of every October its aim is to raise awareness of what an Ombudsman does. What is an ombudsman? An Ombudsman is an Alternative Dispute Resolution (ADR) provider. MORE
With the current pandemic and a nation in lockdown, many of us are turning to online ordering more than ever before. MORE
The telecoms l oyalty penalty. You might hope that being a loyal customer to a company would result in that company being loyal to you and treating you well. However, unfortunately, loyalty is penalised in many consumer sectors, including insurance, energy and telecoms. MORE
Give the unwanted present a better future. Another Christmas has been and gone. Strange as it may have been for many of us, one thing is for sure: some of us received presents we didn’t really want! So, what are your rights when it comes to returning unwanted Christmas presents? MORE
Coronavirus has brought chaos to the world. In its path consumer travel plans have been disrupted indefinitely, so what are your rights and what can you do when companies won’t play ball? My flight was cancelled and the airline is only offering a credit note to be used on another flight. MORE
Rob Rinder – From Barrister to TV Judge. I had the great pleasure of chatting with Rob Rinder in a series of exclusive interviews. He is extremely knowledgeable, very warm and open. And he can talk big time! He spoke about life as a barrister, in the media and his own personal complaining habits. MORE
Helen Dewdney
APRIL 12, 2021
Rob Rinder – From Barrister to TV Judge. I had the great pleasure of chatting with Rob Rinder in a series of exclusive interviews. He is extremely knowledgeable, very warm and open. And he can talk big time! He spoke about life as a barrister, in the media and his own personal complaining habits.
Helen Dewdney
MAY 7, 2021
Going anywhere nice this year? The UK is bracing itself for news of the lifting of national and international COVID-19 travel restrictions as early as 7 May 2021.
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Helen Dewdney
MAY 4, 2021
Logistics unlocked. Recently I wrote a post Buying from Europe? Import changes made it a whole lot more complicated and costlier! I found that complicated to get my head round and that was just for consumers! When it came to importing for businesses it was even more complicated!
Helen Dewdney
APRIL 19, 2021
Rob Rinder in the media: past, present and future. In December 2019 Rob Rinder kindly give me a review for my book 101 Habits of an Effective Complainer. Having kept in touch since then, I recently undertook a series of exclusive interviews with him.
Advertiser: Frontline Group
There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.
Helen Dewdney
NOVEMBER 24, 2020
Can we shop ethically this Christmas? Just when you thought 2020 couldn’t get worse, we have entered another lockdown. This time in the cold and wet and in the run-up to Christmas.
Helen Dewdney
JANUARY 12, 2021
Education Minister asks for complaints – Praise for teachers is the response! Within 48 hours of Gavin Williamson (who has no experience in education) encouraging parents to complain to OFSTED if they were not happy with schools, over 5,000 emails were received praising schools.
Helen Dewdney
MAY 26, 2020
This is a guest post by Paul Newton. Hello there! My name is Paul Newton and I own a company called MentalTheft. We’re currently helping a lot of people who are worried about COVID-19 scams.
Helen Dewdney
MAY 26, 2020
This is a guest post by Paul Newton. Hello there! My name is Paul Newton and I own a company called MentalTheft. We’re currently helping a lot of people who are worried about COVID-19 scams.
Helen Dewdney
JULY 2, 2020
Customer service: Email still beats webchat and phone calls. Many companies make it difficult for customers to complain. I have always advocated writing to companies when complaining, for several reasons. 1) So that you have the evidence trail should you need to take the matter further.
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Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!
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Helen Dewdney
APRIL 13, 2020
Coronavirus has brought chaos to the world. In its path consumer travel plans have been disrupted indefinitely, so what are your rights and what can you do when companies won’t play ball? My flight was cancelled and the airline is only offering a credit note to be used on another flight.
Helen Dewdney
APRIL 13, 2020
Coronavirus has brought chaos to the world. In its path consumer travel plans have been disrupted indefinitely, so what are your rights and what can you do when companies won’t play ball? My flight was cancelled and the airline is only offering a credit note to be used on another flight.
Helen Dewdney
NOVEMBER 13, 2020
Tesco fails to plan for Christmas. For many years now Tesco like other supermarkets has offered home delivery of your shopping. You can book hourly slots or flexible slots from 6.00am to 11.00pm every day.
Helen Dewdney
MARCH 4, 2021
Vulnerable people are frequently left without a resolution to a complaint. They can find it difficult to know how to complain, what route to take, what language to use, and if they don’t get a satisfactory response they will give up more quickly.
Advertiser: Skilljar
Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!
Helen Dewdney
OCTOBER 7, 2020
Airline regulator goes hush-hush – Does it want opinions or not? The Civil Aviation Authority (CAA), the UK’s airline regulator, recently launched a consultation.
Helen Dewdney
MARCH 10, 2021
Every year Ombudsman Services produces its Consumer Action Monitor. It undertakes research with consumers regarding complaints. This year it looked at the impact of Covid 19 on consumer complaining habits during March and September in 2020.
Helen Dewdney
MAY 20, 2020
During the current crisis, most businesses are doing the right thing when it comes to refunding consumers affected by cancellations. For example, I had tickets booked for a charity comedy night full of A-list comedians and waited for news about the event.
Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises
It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.
Helen Dewdney
MAY 20, 2020
During the current crisis, most businesses are doing the right thing when it comes to refunding consumers affected by cancellations. For example, I had tickets booked for a charity comedy night full of A-list comedians and waited for news about the event.
Helen Dewdney
JULY 6, 2020
Boss hops to competitor bank during lockdown. The Chief Executive of First Direct, Joe Gordon, has left the company in what appears to be a surprise departure. First Direct, which is part of HSBC, lost its star CEO in May 2020 during the coronavirus lockdown period.
Helen Dewdney
MARCH 18, 2021
Consultation means listening and reacting – but have they done that? When consumers have a problem getting a refund from an airline they can go to an Alternative Dispute Resolution (ADR) provider, who will decide whether the consumer or the airline is right in a dispute.
Helen Dewdney
OCTOBER 7, 2020
Get to know the arbitrators! The 8 October 2020 is International Ombuds Day. The second Thursday of every October its aim is to raise awareness of what an Ombudsman does. What is an ombudsman? An Ombudsman is an Alternative Dispute Resolution (ADR) provider.
Advertiser: ZoomInfo
Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!
Helen Dewdney
DECEMBER 30, 2020
Give the unwanted present a better future. Another Christmas has been and gone. Strange as it may have been for many of us, one thing is for sure: some of us received presents we didn’t really want! So, what are your rights when it comes to returning unwanted Christmas presents?
Helen Dewdney
OCTOBER 21, 2020
The great British High Street is in trouble and needs help! Of course, shopping centres and High Streets have been in trouble for years and nothing has been done about it. Shops have survived in towns and cities where there was glimmer of innovation.
Helen Dewdney
FEBRUARY 14, 2020
The telecoms l oyalty penalty. You might hope that being a loyal customer to a company would result in that company being loyal to you and treating you well. However, unfortunately, loyalty is penalised in many consumer sectors, including insurance, energy and telecoms.
Helen Dewdney
MAY 19, 2020
With the current pandemic and a nation in lockdown, many of us are turning to online ordering more than ever before.
Speaker: Mike Ellis, Vanilla Forums Marketing Manager
What do your customers actually want? In a land of ever-changing customer behaviors and expectations, brands need to understand the experiences customers value the most, and how these can impact their business outcomes. Join us on May 26th at 12 EDT for an in-depth discussion led by Vanilla's Marketing Manager, Mike Ellis. Mike will walk you through this research and guide you on community usage in terms of the most valued customer experience aspects.
Helen Dewdney
MAY 19, 2020
With the current pandemic and a nation in lockdown, many of us are turning to online ordering more than ever before.
Helen Dewdney
APRIL 6, 2021
I talk with former CEO of the Chartered Trading Standards Institute (CTSI). Leon Livermore, in a series of interviews. In the first one we discuss his work at CTSI. What is the CTSI? Leon Livermore was the CEO of the CTSI, for almost 8 years until March 2021.
Helen Dewdney
NOVEMBER 6, 2020
This article first appeared in Moneywise November 2018. Moneywise was wound up so I have reproduced my article here. To boycott or not to boycott? That is the question. What do you do if you still receive bad service, even after you have complained?
Helen Dewdney
SEPTEMBER 22, 2020
FCA tackles the insurance penalty – at last! The Financial Conduct Authority (FCA) has announced today that it will reform home and motor insurance, focussing particularly on the current “loyalty penalty” that punishes existing loyal clients’ premiums and favours new clients.
Advertisement
Two-way engagement means creating opportunities for conversation. Go beyond the obvious step of responding to complaints and comments; your customers want and deserve more than that. Implement these four tips to boost your two-way engagement.
Helen Dewdney
APRIL 26, 2020
At a time when a health and economic crisis has hit the world, we are hearing of some companies that are taking advantage and not adhering to their legal obligations. Whilst the majority of businesses are doing the right thing by their customers, many are not.
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