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
“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
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
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
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
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
The Complaining Cow’s Ten Top Tips for the Complained Against! Search well and you can find lots of help in improving your customer service and experience, sales etc. 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 do you do to nurture customer service talent? This week is Customer Service Week run by the Institute of Customer Service. Today is the second day and the theme is Capability & Skills: Identifying and nurturing customer service skills in your organisation. 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. 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
Today, 24 September 2020 the Information Commissioners Office (ICO) announced that it had fined Digital Growth Experts Limited (DGEL) £60,000 for sending thousands of nuisance marketing SMS text messages at the height of the pandemic. 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
We may be in lockdown but as a nation we’re still doing a lot of shopping. Online, of course! Most of the time that goes smoothly and we get what we ordered on the day we expect it, but sometimes things go wrong. 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
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
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
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Press release. Home improvement – DIY or get some help? Home improvement has seen a huge rise throughout the pandemic. The increased amount of time people are spending at home, improving mental health and wanting their home to look nice for Christmas are all contributing factors to the 12.8 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
It is the third day of Customer Service Week. Today the theme is Recognition: Celebrate your customer service heroes. Why celebrate staff in customer service? How do you celebrate who is doing what that is working well? 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. Gordon, who became head of First Direct aged 33, was the youngest boss of a major UK bank. Mountain man: The bank boss who reached the top aged 33. 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
This week is Customer Service Week run by the Institute of Customer Service. Today’s theme is Insight: Knowing your customer and how to deliver to them. Like any relationship, people buy from people. Get to know, like and trust your customers, as people. 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
What is the effect of COVID-19 on consumer complaints? Every year Ombudsman Services conducts a survey on how consumers are complaining for its Consumer Action Monitor report. 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
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
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.
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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.
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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!
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.
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Helen Dewdney
NOVEMBER 15, 2020
We may be in lockdown but as a nation we’re still doing a lot of shopping. Online, of course! Most of the time that goes smoothly and we get what we ordered on the day we expect it, but sometimes things go wrong.
Helen Dewdney
NOVEMBER 17, 2020
Press release. Home improvement – DIY or get some help? Home improvement has seen a huge rise throughout the pandemic. The increased amount of time people are spending at home, improving mental health and wanting their home to look nice for Christmas are all contributing factors to the 12.8
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
NOVEMBER 12, 2020
The Complaining Cow’s Ten Top Tips for the Complained Against! Search well and you can find lots of help in improving your customer service and experience, sales etc.
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!
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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!
Helen Dewdney
SEPTEMBER 24, 2020
Today, 24 September 2020 the Information Commissioners Office (ICO) announced that it had fined Digital Growth Experts Limited (DGEL) £60,000 for sending thousands of nuisance marketing SMS text messages at the height of the pandemic.
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 31, 2020
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.
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
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
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
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
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.
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
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. Gordon, who became head of First Direct aged 33, was the youngest boss of a major UK bank. Mountain man: The bank boss who reached the top aged 33.
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
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
OCTOBER 6, 2020
It is the third day of Customer Service Week. Today the theme is Recognition: Celebrate your customer service heroes. Why celebrate staff in customer service? How do you celebrate who is doing what that is working well?
Speaker: Rachel Happe
An online community is an increasingly vital part of many leading companies’ support strategies. Creating a branded place where your customers can ask and answer questions, interact with each other, and search for the information they need is a great way to decrease the burden on your staff and allow them to focus on the customers that really need their help. Join us at 9:00 am EST on Nov 18th for this talk by Rachel Happe, founder of industry-leading strategists, The Community Roundtable. You will learn the effectiveness of the community in empowering your customers and generating value for your business.
Helen Dewdney
OCTOBER 5, 2020
This week is Customer Service Week run by the Institute of Customer Service. Today’s theme is Insight: Knowing your customer and how to deliver to them. Like any relationship, people buy from people. Get to know, like and trust your customers, as people.
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
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
OCTOBER 6, 2020
What do you do to nurture customer service talent? This week is Customer Service Week run by the Institute of Customer Service. Today is the second day and the theme is Capability & Skills: Identifying and nurturing customer service skills in your organisation.
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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
JULY 21, 2020
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
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.
Helen Dewdney
AUGUST 7, 2020
What is the effect of COVID-19 on consumer complaints? Every year Ombudsman Services conducts a survey on how consumers are complaining for its Consumer Action Monitor report.
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.
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
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.
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