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Insights

Making Rail More Responsive

Wed 21 Nov 2018

With 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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Insights

The Wrath of the Regulator: Complaint Costs and Consequences

Wed 03 Oct 2018

Customer 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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Insights

5 Reasons Why Complaints Management is a Boardroom Issue

Thu 06 Sep 2018

For 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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Insights

How a single customer view helps create lasting loyalty

Thu 02 Aug 2018

Customer 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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Insights

Streamlining the Complaints Process

Tue 10 Jul 2018

How 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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Insights

Getting to Grips with Customer Complaints

Fri 08 Jun 2018

Complaints from customers are inevitable but it’s how you handle them that determines their impact on the business. Handled well using complaint management, customer complaints are an indicator of good customer service and can influence how the company evolves.

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