How to celebrate and recognise your customer service heroes
Celebrate customer service staff and increase your sales It was the third day of Customer Service Week on 07 October 2020. The theme was…
How do you improve customer service skills?
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…
Know your customer and increase your sales
How treating customers as individuals can increase sales It was the fifth day of Customer Service Week (09/10/20) run by the Institute of Customer…
ICO fines fail to stop SMS spammers
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…
Bye bye Dave Lewis – every little helped!
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…
Did Eat Out to Help Out really help out?
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…
John Lewis, never knowingly underpaid? (except staff)
“Never knowingly undersold” Really? John Lewis was once famous for the quality of its products, its impeccable customer service and its low prices, underwritten…
Clean up your act or get wiped out
The company kept the place clean but played dirty on the business side My mum had a cleaner. A very good one, called Norman.…
How has COVID-19 impacted consumer complaints?
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…
“Ben and the Bug” takes to the small screen
Natalie Reeves-Billing, children’s author, and I have teamed up to create a new video to help children understand the current Coronavirus situation. The video,…
3 Complaint handling frustrations & 3 ways to resolve them
How to resolve 3 complaint handling annoyances I’ve been a consumer champion for a number of years, with thousands of social media and blog…
High-stakes ransom game as Travelex remains down for more than a week
Travelex business – and customers – held to ransom Travelex, the currency exchange company, has been hit by criminals in a ransomware cyber-attack that…
3 out of 5 stars for CMA’s action so far on fake reviews?
Finally, some action from CMA on fake reviews – but is it enough? The Competition and Markets Authority (CMA) has announced today (8 January…
From Three to Zero – the network that’s a notwork
One, Two, Three, Down Three mobile provider the situation The mobile network Three has gone down today (17/10/19). At the point of writing the…