Expert insights. Personalized for you.
The Eat Out to Help Out scheme data. Over 64 million meals were claimed in the first three weeks of the scheme. 87,000 claims were made in that time by restaurants. MORE
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. 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
“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”. 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. 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. 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. 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! 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
“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. 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. 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! MORE
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. 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. 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. MORE
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. MORE
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. MORE
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. MORE
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! MORE
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. 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. 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. 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. 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. MORE
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. 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. 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! MORE
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. 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
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. MORE
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. MORE
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. MORE
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. MORE
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. 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
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
“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. MORE
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. MORE
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.
Helen Dewdney
SEPTEMBER 7, 2020
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.
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 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.
Advertisement
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!
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
AUGUST 27, 2020
“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”.
Helen Dewdney
AUGUST 22, 2020
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.
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
SEPTEMBER 4, 2020
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.
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 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. 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.
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. 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!
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. 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.
Helen Dewdney
MARCH 25, 2020
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.
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
FEBRUARY 5, 2020
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.
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. 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.
Helen Dewdney
APRIL 17, 2020
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.
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. 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.
Advertisement
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.
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. 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.
Helen Dewdney
APRIL 6, 2020
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.
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. 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.
Helen Dewdney
FEBRUARY 24, 2020
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.
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.
Helen Dewdney
JULY 3, 2020
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.
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. 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!
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. 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!
Helen Dewdney
JANUARY 17, 2020
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.
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
DECEMBER 17, 2019
“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.
Helen Dewdney
DECEMBER 17, 2019
“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.
Helen Dewdney
FEBRUARY 12, 2020
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.
Helen Dewdney
APRIL 11, 2020
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.
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.
Helen Dewdney
APRIL 11, 2020
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.
54 
Let's personalize your content