Credit card fee changes: Hidden impact on small businesses & consumers
Press release Companies will no longer be able to charge fees for using credit cards, following the implementation of a new EU directive. Since…
Harrods customers try to bag a bargain – but can they keep it?
Website glitch shows ridiculously low prices for handbags Ha! Harrods glitch! The Evening Standard reported that Harrods Aspinal handbags, normally retailing at £950, were…
The Retail Ombudsman is no more as title is lost
Former “Ombudsman” loses the right to use respected title This article regarding the Retail Ombudsman is reblogged from http://ceoemail.blogspot.com The Retail Ombudsman loses title…
BA powercut debacle: Airline keeps passengers in the dark about their rights
Press release updated 30/05/17 Situation with BA and the powercut The British Airways IT debacle, has caused more than a third of British Airways…
The customer is still the boss. Interview with the new Tesco Chief Customer Officer
Interview with Alessandra Bellini, the new CCO Regular followers of this blog know that I have quite a history with Tesco. From predicting Philp…
Casual sexism is alive and kicking in UK boardrooms
Only a day after International Women’s Day, at a Retail Week seminar entitled “How to become a non-exec director”, one was left wondering what…
Customer Satisfaction is up – but so is the time customers take to get issues resolved…
The Institute of Customer Service show issues with resolving complaints The ICS provides results of customer service survey The Institute of Customer Service yesterday…
Ombudsman chaos continues, even on Conflict Resolution Day
Conflict within the Alternative Dispute Resolution schemes Today (20th October) is Conflict Resolution Day. Created in 2005 by the Association for Conflict Resolution1 it…
The Complaining Cow interviews Tesco bosses Dave Lewis & Matt Davies
Exclusive interview, the first and only one with UK and Group CEOs of Tesco The Complaining Cow and Tesco history Frequent readers of this…
Ombudsman Omnishambles: New report exposes serious failings in ombudsman approval and oversight
Failures in the Alternative Dispute Resolution sector Update 28/02/2018 See a new report More Ombudsman Omnishambles 20 months on with more revelations including a…
9 ways that the high street and small biz are being killed
This is an old post from 2016 so pre pandemic but it’s interesting to see that some of the issues still remain. Supermarkets often…
Latest Asda figures show weaknesses in sales and customer services
Poor results demonstrate yet again that supermarkets must provide better service or risk losing more business Asda’s latest quarterly figures are out, showing a…
What is Alternative Dispute Resolution (ADR)?
Alternative Dispute Resolution (ADR) From the 9th July 2015 The EU ADR Directive was supposed to come into force. It was delayed until the…
6 ways the CEO screws up!
When the CEO receives a complaint (and it is so easy to find a CEO’s email address now see ceoemail.com) it is often the…
