Archives

Thomas Cook: Complaint Handling now ‘Embedded in DNA’ of Firm

Thomas Cook are used to taking customers on journeys to holiday destinations across the globe, so when the firm embarked on a “transformation journey to deliver a Centre of Excellence for complaint handling”, they knew exactly how to go about...

HSBC: Turning a ‘Terrible’ Mortgage System into an Award-Winning Customer Journey

HSBC is one of the most reliable names in UK banking, and with two new UK Complaint Handling Awards in their trophy cabinet, the high street fixture is on its way to a very successful 2018. The bank won Gold in...

Journey Mapping: The Route to Succesful Commerce

Generic marketing campaigns and the traditional ways of targeting consumers in a catch-all manner are no longer relevant. Personalisation is now driving marketing and advertising strategies. The new 790-square-metre screen (bigger than a full-sized tennis court) being installed at Piccadilly...

Co-Op’s Contact Centre Success Earns Further Awards

It’s been another great start to the year for one of the stalwarts of British retail, The Co-Op, which won two titles at the 2018 UK Complaint Handling Awards. Following Co-Op Food winning the Dispute Resolution Professional title at the 2017...

Virgin Mega-Score

Virgin Money tell customers they are “building a better kind of bank”, and that claim has been given hefty clout thanks to an amazing day of recognition at the 2018 UK Complaint Handling Awards. The firm won a spectacular five awards...

What a Day for NewDay

Financial services specialists NewDay claimed the Overall Winner title at the 2018 UK Complaint Handling Awards thanks to a ground-breaking complaints model that was successfully adopted by staff and led to a whopping 20 percent reduction in handling times. The ‘NewDay...

No Complaints as Major Awards Event Celebrates Cream of UK Customer Service Staff

One of the most significant events in the UK’s customer service calendar has taken place in London, with winners and runners-up celebrating success at the 2018 UK Complaint Handling Awards. Hosted by Awards International at London’s Park Plaza Riverbank, the event,...

Ian Golding Takes on Chairman Role as UK Customer Experience Awards Launch for 2018

The UK Customer Experience Awards has a new Chairman at the helm of the event for 2018: international CX expert Ian Golding. The non-executive editor at CXM will aim to ensure the awards event, which is now open for entries, has...

Fear of Failure

“One of the greatest discoveries a man makes, one of his great surprises, is to find he can do what he was afraid he couldn’t do.” —Henry Ford Are you afraid to fail? If so, your fear of failure is likely to...

Avoid Paying the Cost of a Disgruntled Customer

Customers are paramount to business success, and ensuring your business maintains customer satisfaction throughout the entire customer journey is a complex and important process, as the cost of getting it wrong and creating a disgruntled customer can be huge. Here we...