News and Insights
Making Rail More Responsive
Wed 21 Nov 2018With compensation claims accelerating, we review the changing landscape for rail companies and how they can better manage their customer and claims management processes.
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The Wrath of the Regulator: Complaint Costs and Consequences
Wed 03 Oct 2018Customer complaints can be costly, both financially and to a business’s reputation. In 2017, the FCA issued fines totalling almost £230 million, as well as naming and shaming those concerned for breaching market regulations, with some of the biggest fines levied against providers for financial crime and a failure to comply with the core business principles (PRIN).
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5 Reasons Why Complaints Management is a Boardroom Issue
Thu 06 Sep 2018For the C-suite, complaints present both a threat and an opportunity. More stringent regulation and increased reporting obligations that can result in adverse publicity or even financial penalties have seen complaints become a risk management issue.
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Equiniti Charter User Group - 14 June 2018
Wed 15 Aug 2018Equiniti Charter’s User Group event featured an action packed agenda filled with product updates, best practice insight, key industry themes and knowledge sharing amongst our customer base.
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How a single customer view helps create lasting loyalty
Thu 02 Aug 2018Customer experiences are made up of ‘Moments of Truth’, those touchpoints when a person engages with your business. From the moment we’re exposed to a brand to when we obtain products and services or seek support, these touchpoints can positively or negatively reinforce our views.
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Streamlining the Complaints Process
Tue 10 Jul 2018How a business handles, records and reports complaints can vary drastically. We present an action plan for reducing inefficiency through integrating resources and automating workflow processing to create a process that addresses customer issues more effectively.
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