Helen Dewdney

Small businesses and using a broker for insurance

Helen Dewdney

All businesses need insurance whatever the size. But it’s boring right?! It’s great to be looking for sales and playing on social media etc. but one of the many lessons of the last year has been that anything can happen and you need to make sure you are protected against any eventuality.

Social Media – not the best way to complain

Helen Dewdney

I keep saying that social media isn’t always the best way to complain! This has been borne out in recent a survey of more than 5,000 people undertaken by the consumer organisation Which?

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Energy crisis – what you need to know

Helen Dewdney

The full guide regarding the energy crisis. Gas prices have gone up 250% since January and 70% in the last month.

Brainless Boris Bungles on…

Helen Dewdney

The new Winter of Discontent continues. Fuel prices are up because the Government didn’t listen to the warnings 18 months ago. Government was warned that energy companies could collapse 18 months ago, Ofgem reveals.

The Art of Community: Higher Logic & Vanilla Forums Super Forum!

Speaker: Keynote Speaker, Guy Kawasaki, Chief Evangelist, Canva

In its 12th year? Super Forum is the largest and most comprehensive conference for executives, community managers, marketing, membership, and customer success professionals who want to connect, engage, and create better customer and member experiences. And this year, we’re going even bigger as we add Vanilla’s highly regarded Conversations conference into the mix. Register today!

How to revitalise towns

Helen Dewdney

There is always lots of talk about how to revitalise our High Streets and towns, but who actually asks consumers what they want? As a consumer champion I hear exactly what consumers want.

High standards or just acceptable customer service?

Helen Dewdney

It is important to have high standards for customer service wherever you shop and whatever you are buying. In this article we’ll discuss briefly high standards, exceeding your expectations and your basic legal entitlements. Good customer service is what you should be paying for.

The complaining habits of public figures – Matt Allwright

Helen Dewdney

A series of interviews by The Complaining Cow. In my series of interviews with people in the consumer world, today is the turn of Matt Allwright. 1) Generally, do you complain to a company regarding a faulty item? Yes, but always from the point of view that we both have something to gain.

Helen Dewdney – exclusive interview with Rob Rinder No. 2

Helen Dewdney

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.

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Are you satisfied?  Yes, no or maybe?

Helen Dewdney

How satisfied with customer service are you? The Institute of Customer Service (ICS) published its bi-annual UK Customer Satisfaction Index (UKCSI) report today, 7 July 2021. It showed that the number of complaints about poor service in the last six months was at its highest level since 2009!

AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!

Importing goods into the UK – all you need to know

Helen Dewdney

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!

The Complaining Cow talks to Rob Rinder – exclusive interview series Part 1

Helen Dewdney

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.

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Are we nearly there yet? Saving money holidaying in the UK

Helen Dewdney

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.

Think before you press “send” in reply to a customer complaining

Helen Dewdney

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.

Reaching Unreachable Candidates

Speaker: Patrick Dempsey and Andrew Erpelding of ZoomInfo

What is ZoomInfo for Recruiters? Find and connect with the right talent to fill roles fast with more data, basic search, advanced search, candidate and company profiles, and export results. Watch this On-Demand Webinar today to see how ZoomInfo for Recruiters can work to get your talented candidates results.

Dear customer “Would you like some alphabet soup?”

Helen Dewdney

The trouble with jargon when writing to customers. Jargon. Most of us hate it and yet we see it everywhere. Whilst it can help when talking to colleagues to expedite conversations, it is not a great idea when talking to customers!

International Ombuds Day

Helen Dewdney

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.

Can you credit it? Barclaycard offers?

Helen Dewdney

Strange offers from a leading credit card provider – but why? This week I got wind of some promotions by Barclaycard which don’t feel right… Barclaycard appears to be promoting a couple of businesses that raise questions about the integrity of the Barclaycard business model.

CAA launches consultation and tells no-one…

Helen Dewdney

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.

How Product Teams Can Leverage Community

Speaker: Scott Baldwin of ProductBoard

Product Leaders, sign up if want to learn how to: - What is product excellence? - How community led and product-led growth can act as success multipliers - How to create a tight and ongoing feedback loop - How to leverage your community members to drive adoption. When: September 21st at 12pm EDT. Register today!

Tesco fails to deliver – on delivery slots!

Helen Dewdney

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.

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Buying from Europe? Import changes made it a whole lot more complicated and costlier!

Helen Dewdney

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.

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.

The Art of reviving the great British High Street

Helen Dewdney

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.

Negative Reviews & Online Feedback Happens - But Where Do You Go From Here?

Speaker: Adam Dorfman, Head of Product Growth at Reputation and Jeremy Shubitz, Director of Marketing at Bosley

Responding to online negative feedback can be challenging. What should you say? What should you not say? Should you even respond? In today's, your customers will be not only your biggest advocates but also your biggest critics. However, negative feedback can offer actionable insights to build a stronger product and customer experience.

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.

Complaining customers warm to responsive companies

Helen Dewdney

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.

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.

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.

Power Hour with the Community Team at Mural

Speaker: Beth Vanderkolk, Lindsay Olson, & Amanda Peterson, The MURAL Community Team

Want to know what it takes to build a community from the ground up? Join us for our panel discussion with the MURAL Community Team. In just 4 months, they have established a thriving community, and they're with us to explain how they did it.

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.

Build Your Brand Through Trust, Ethics & Sustainability

Helen Dewdney

FCA stops insurance companies’ loyalty penalty

Helen Dewdney

Today, (28/05/21) the FCA implements a package of remedies to improve competition and protect home and motor insurance customers from loyalty penalties. This follows the announcement on 22 September 2020 when the FCA said that it would reform home and motor insurance.

Christmas shopping in a lockdown – how to avoid the unethical online giants

Helen Dewdney

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.

Remote Agents and Digital Transformation

Remote agents are the new reality. Happier agents mean a better customer experience and improved CSAT/NPS scores. This new normal brings new challenges for contact centers. Find out what you need to do for your organization to excel. This eBook includes checklists for developing agent empathy and business continuity plans.

Fix it, don’t chuck it!

Helen Dewdney

Manufacturers must sell spare parts – it’s the law. From today, 1 July 2021, manufacturers of electrical goods are legally obliged for the first time to make spare parts for products available directly to consumers. This is being widely reported as a new legal right.