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Insights

How ‘Fairness for Customers’ will reshape the telecoms sector

Thu 19 Sep 2019

The UK telecoms regulator, Ofcom, is in the process of building out its ‘Fairness for Customers’ (FfC) initiative across the broadband, telephone and the pay TV sectors. 

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Insights

Riding the Retail Rollercoaster

Thu 31 Jan 2019

Christmas and New Year are a rollercoaster for retailers. On the one hand, the shopping frenzy of Black Friday and the weeks leading up to Christmas provide a bonanza of sales but on the other New Year will inevitably lead to product returns and complaints.

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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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