Helen Dewdney

Regulator slowly, finally makes moves to resolve major insurance market issues

Helen Dewdney

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.

Bye bye Dave Lewis – every little helped!

Helen Dewdney

Dave Lewis quits as Tesco Group CEO 30 September. It’s the end of an era. Dave Lewis is leaving Tesco after six years as CEO. No cloud, no bad trading figures and no flash new job to go to. Pretty unusual! But then Dave was always quite unusual. And not in a weird way!

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

COVID-19 scams – How to stay safe

Helen Dewdney

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.

First Direct CEO quits in surprise move

Helen Dewdney

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.

How Call Lifecycle Details Help Increase Customer Satisfaction

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!

Travel in the time of Coronavirus – Your rights explained

Helen Dewdney

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.

John Lewis, never knowingly underpaid? (except staff)

Helen Dewdney

“Never knowingly undersold” Really? John Lewis was once famous for the quality of its products, its impeccable customer service and its low prices, underwritten by the store’s promise to be “Never knowingly undersold”.

Clean up your act or get wiped out

Helen Dewdney

The company kept the place clean but played dirty on the business side. My mum had a cleaner. A very good one, called Norman. Unfortunately at the beginning of lockdown he decided to stop.

Don’t get penalised for being loyal to your telecoms provider

Helen Dewdney

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.

How to save money on insurance and beat the tactics used to make you renew

Helen Dewdney

Loyalty deserves a reward from insurance companies. I recently received the renewal for my house insurance. I was a new customer last year but this year the renewal arrived with the new customer discount removed. The insurance company took away a benefit and gave me nothing for my loyalty to them.

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

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.

COVID-19 scams ? How to stay safe

Helen Dewdney

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. We’re working to keep ahead of these scammers and warn people before they fall foul and lose their money. Below is a list of some of the common current scams running during this COVID-19 pandemic.

Can’t find a company email address? Here’s how to get it!

Helen Dewdney

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. 2) You can ensure that you have covered everything you need to do and. 3) You can delete and rewrite if you are getting angry while drafting, which you can’t do on the phone!

Travel in the time of Coronavirus – Your rights explained

Helen Dewdney

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. Do I have to accept it? Many airlines are trying this trick. You are legally entitled to a full refund under Regulation (EC) No 261/2004 and under IATA regulations for companies which are IATA members.

Social distancing: The credibility and equality gaps

Helen Dewdney

The gap between theory and reality on social distancing. Whilst the nation is in lockdown and struggles with social distancing, our politicians continue to provide mixed messages and argue amongst themselves. They are hardly doing the best for the country. Coronavirus is killing people.

The Best Sales Forecasting Models for Weathering Your Goals

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!

Family Court: How to be a victor not a victim

Helen Dewdney

Do not choose to be a victim in a Family Court case for your children or finances . Being involved in a case to Family Court may not be a pleasant experience. But by following these simple guidelines you can make it easier for yourself and your family. Choosing to go to the Family Court.

Getting help for Coronavirus cancellation claims and shopping

Helen Dewdney

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. I was interested to see if they could reschedule (highly unlikely given all the names involved) and whether they would ask if I would like to make a donation to the charity.

Coronavirus and travel – who’s taking advantage?

Helen Dewdney

It would be hard to find anyone not negatively affected in some way by the Coronavirus. Many people have seen their long saved for holiday plans disappear overnight. And many of these people are voicing their dissatisfaction with the poor response from their airlines.

Getting help for Coronavirus cancellation claims and shopping

Helen Dewdney

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. I was interested to see if they could reschedule (highly unlikely given all the names involved) and whether they would ask if I would like to make a donation to the charity.

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

Online shopping – know your rights during the pandemic

Helen Dewdney

With the current pandemic and a nation in lockdown, many of us are turning to online ordering more than ever before. However, there are still some online businesses not providing people with their legal rights and many people don’t know what their legal rights are or if they still apply during a pandemic. They do!). Here are some of the most common questions I am being asked. 1) Can I still buy non-essential items online? There are no restrictions on what you can buy online.

eBook 55

Stay home and save lives

Helen Dewdney

What is so difficult to understand about the message stay home and save lives? It seems that some people are still having problems understanding the simple truth about staying home. For example, over the past weekend Essex Police had to close Epping Forest to cars.

Online shopping ? know your rights during the pandemic

Helen Dewdney

With the current pandemic and a nation in lockdown, many of us are turning to online ordering more than ever before. However, there are still some online businesses not providing people with their legal rights and many people don’t know what their legal rights are or if they still apply during a pandemic. They do!). Here are some of the most common questions I am being asked. 1) Can I still buy non-essential items online? There are no restrictions on what you can buy online.

eBook 54

All you need to know when you have been refused credit

Helen Dewdney

Credit refusal: know the score and take control. Guest post by James Jones Experian’s Head of Consumer Affairs. See All you need to know about credit score rating for James’ previous post regarding , myths and how to up your credit score. Credit application refusal.

The 5Es of Community: Support Forums and Beyond

Speaker: Angelica Coleman, Community Lead, Snowflake

In order to establish a robust community, you need to have strong community objectives in place that are supported with the proper types of programs; programs that will help your community succeed. But narrowing down on your community objectives can be difficult, let alone knowing how to structure your community programs and offerings in a way that supports them. Join Vanilla Forums on Friday, October 8th at 12 PM ET for a webinar led by Angelica Coleman, the Community Lead at Snowflake, as she walks us through the 5 E's that are essential to establishing your key community objectives: Education, Enable, Expand, Engage and Evangelize.

Don’t get stung by your kids’ in-app spending

Helen Dewdney

Don’t get gamed by in-app purchases. Children and young people are on their phones, tablets and PCs more than ever before. And as much as we would like them to be working, they are also playing more games. and some are making in app purchases. These allow the player or app user to get further in a game or switch on special features which are not available in a free version of the app. What can you do if your child has built up a huge bill on your credit or debit card? Sadly, very little.

Don’t get tied in knots over wedding cancellation

Helen Dewdney

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. They are hoping that consumers do not know their legal rights or believe that consumer rights don’t apply in this situation, when they most certainly do!

Don’t get tied in knots over wedding cancellation

Helen Dewdney

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. They are hoping that consumers do not know their legal rights or believe that consumer rights don’t apply in this situation, when they most certainly do!

Habits of an effective complainer – a few suggestions!

Helen Dewdney

Habits of an effective complainer. Techniques to improve your complaining skills! If you are not used to complaining, don’t like complaining, get fobbed off easily, but don’t like being out of pocket there are things you can do to help you improve your technique. Lots more in the book.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

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!

101 Habits of an Effective Complainer. New consumer guide

Helen Dewdney

“If complaining is an art form, Helen Dewdney is Rembrandt” -- Robert Rinder TV Judge, Barrister TV Presenter. New consumer guide from best-selling author, The Complaining Cow – released 18 December.

101 Habits of an Effective Complainer. New consumer guide

Helen Dewdney

“If complaining is an art form, Helen Dewdney is Rembrandt” – Robert Rinder TV Judge, Barrister TV Presenter. New consumer guide from best-selling author, The Complaining Cow – released 18 December.

3 more habits of an effective complainer

Helen Dewdney

Habits of an effective complainer – Tips 13, 14 and 15. Techniques to improve your complaining skills! If you are not used to complaining, don’t like complaining, get fobbed off easily, but don’t like being out of pocket there are things you can do to help you improve your technique.

Tips 57

Coronavirus related cancelled and postponed events your rights

Helen Dewdney

If an event is cancelled in this country then you should receive a full refund, whether you paid to participate or to watch. If events are cancelled your contract is with the company to which you paid the money. The organiser should issue you with a full refund. This should really be automatic but do give them a fair time to administer as they may not necessarily have the staff.

The D&I Garden: Seeds of Innovation that Grow into Creative Breakthroughs

Speaker: Donald Fan, Senior Director of the Global Office of Culture, Diversity & Inclusion at Walmart Inc.

In the digital era, rife with uncertainty and ambiguity, innovation plays an essential role in sustaining organic growth and outperforming the global competition. Research proves time and again, there exists a robust bond between innovation and diversity & inclusion (D&I); our challenge is to help our leaders understand how to plant the seeds of innovation in the fertile D&I garden in order to drive a strategic and competitive advantage from the office and in the digital landscape.

Coronavirus related cancelled and postponed events your rights

Helen Dewdney

If an event is cancelled in this country then you should receive a full refund, whether you paid to participate or to watch. If events start to be cancelled your contract is with the company to which you paid the money. The organiser should issue you with a full refund. This should really be automatic but do give them a fair time to administer as they may not necessarily have the staff.