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Engagement: The Key Metric for the Future

Engagement: The Key Metric for the Future | Complaints | Scoop.it

Via Eric_Determined / Eric Silverstein
Scott Davidson's insight:

Do you measure engagement?

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Jean-Guy Frenette's curator insight, January 21, 2014 9:00 AM

Employees first then customers. Make sense...

Raquel Oliveira's curator insight, January 27, 2014 10:22 AM

a humanidade clama por ser envolvida nas decisoes, projetos e aprendizagem. Sim, eu sinto esse movimento em diversos setores. Em relação a aprendizagem de adultos, é irreversível !

Michael Allenberg's curator insight, January 31, 2014 8:11 AM

It's all about engagement folks!

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Rescooped by Scott Davidson from Business in a Social Media World
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5 Secrets of the Best Customer Service Twitter Accounts

5 Secrets of the Best Customer Service Twitter Accounts | Complaints | Scoop.it

The other day, I was discussing customer care on Twitter with a friend. We agreed that brands serve consumers better if they have two separate handles: one for content and one to handle questions and issues. It's important not to mix everything. 

 

As Lauren Dugan states in this article, it also "indicates to customers that [brands] are serious about customer care." 


Great companies are also responsive, have a personality, follow up, and know when to take things off of Twitter if need be. 


Overall, a concise article with nice examples. Read it at http://www.adweek.com/socialtimes/best-twitter-customer-service/613411.


-------------------


Cendrine Marrouat


Via Cendrine Marrouat - cendrinemarrouat.com
Scott Davidson's insight:

Could also help close gap between company view complaints are resolved and customers having a different perception - and boost transparency this is the case

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Jesús López's curator insight, January 26, 2015 6:16 AM

Many companies should learn about this... @Vodafone

Rescooped by Scott Davidson from The future of Business, Products and Organizations
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The Physics of Customer Acquisition

The Physics of Customer Acquisition | Complaints | Scoop.it

"A basic tenet of running lean is validating a product or feature ideally without having to building it first. This makes complete sense when you look at every product or feature as it’s own customer factory."


Via yannick grenzinger
Scott Davidson's insight:

Nice article and nice quotes "The first battle isn’t fought on the ground but in the mind of the customer".

You don't need a protoype to test your hypotheses or ideas, you could use Powerpoint (or even a pen & paper) to visually depict your thinking

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Is home emergency insurance the next PPI mis-selling scandal? - The Guardian

Is home emergency insurance the next PPI mis-selling scandal? - The Guardian | Complaints | Scoop.it
The Guardian
Is home emergency insurance the next PPI mis-selling scandal?
The Guardian
HomeServe said the fine related to "historic sales and marketing, controls and governance and complaints handling".
Scott Davidson's insight:

Homeserve may have been fined £34.5m (discount applied), but the FCA may yet decide a large-scale redress programme is required to return customers to the financial position that would have been in had they not purchased Homeserve's products.

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Renewable energy specialists Good Energy and Ecotricity 'setting benchmark' in ... - Blue & Green Tomorrow

Renewable energy specialists Good Energy and Ecotricity 'setting benchmark' in ... - Blue & Green Tomorrow | Complaints | Scoop.it
Blue & Green Tomorrow
Renewable energy specialists Good Energy and Ecotricity 'setting benchmark' in ...
Scott Davidson's insight:

Great to see some positive news coming out of the Energy sector ... nice change from the "put on a a jumper" stories that have been doing the rounds.

 

I wonder what the drivers of this new-found customer satisfaction are? Cheaper prices? Moving away from Big 6 supplier? Good service? Good complaints handling?

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FCA 2013 insurance fines soared 160% to £44.6m - Insurance Age

FCA 2013 insurance fines soared 160% to £44.6m - Insurance Age | Complaints | Scoop.it
FCA 2013 insurance fines soared 160% to £44.6m
Insurance Age
Only today the watchdog issued a draft warning notice to Homeserve proposing a penalty of £34.5m, in relation to sales and marketing, controls, governance and complaints handling issues.
Scott Davidson's insight:

Proof the FCA are 'bearing their teeth' as fines rise for insurance firms

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HomeServe hit by £34.5m FCA fine for mis-selling | Latest News | Insurance Times

HomeServe hit by £34.5m FCA fine for mis-selling | Latest News | Insurance Times | Complaints | Scoop.it
The broker will increase its provision by £30m as a result of the penalty (@HomeServeUK issued with £34.5m fine by @TheFCA for mis-selling policies and customer complaints handling http://t.co/8oNHAyqSM7...
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The 7 Pillars of #Customer Centricity

The 7 Pillars of #Customer Centricity | Complaints | Scoop.it
1. Experience: Make the customer experience easy, enjoyable and convenient. Companies that excel in customer experience make their customers so happy that they want to share their positive interactions with your brand.

2. Loyalty: Reward and recognize customers in a consistent way that is relevant to how they want to be rewarded. Loyal companies reward shoppers in ways that are meaningful to customers.

3. Communications: Personalize the message to customers, based upon what they buy, and in a way they like. Highly communicative companies provide tailored, relevant communications based on customer preferences.

4. Assortment: Have the right products and a strong variety to meet customers’ needs. Companies shouldn’t necessarily have the widest selection of products, but they should stock the ones their customers want.

5. Promotions: Leverage promotions on the items that are most appealing and often purchased by current customers. Companies with successful promotions programs promote the products that matter the most to customers.

6. Price: Provide prices that are perceived to be in line with what the customer is looking for on the products they purchase most often. Brands don’t have to be the price leaders, but they do need to have pricing that customers perceive as fair.

7. Feedback: Hear and recognize customer concerns. Companies that rank high in customer feedback have a two-way conversation and emotional connection with their customers.

Customer centricity isn’t just about making customers like you. Recent research demonstrates that when customers perceive a company as being “right for them,” it correlates to long-term revenue growth. Home Depot recently increased sales to $19.7 billion by offering a varied assortment of products, many of which can be personalized to a customer’s needs. Global beauty retailer Sephora has focused on the pillar of experience by using interactive products, self-serve counters and soft-sell sales tactics.  Since then, Sephora has grown to more than 1,400 stores in 30 countries with annual sales of about $4.4 billion.

How can marketers help foster that kind of growth for their own businesses? It’s crucial to focus strategies, operations and activities on the people who are ultimately responsible for a company’s success: loyal customers.  

True growth—and the customer centricity that drives it—is not accomplished by a strong rallying cry or a catchy slogan. A company must understand its customers’ behaviors and attitudes and have the internal processes in place to create a cultural change within the organization. By aligning deep customer insights with communications and operational processes, and identifying gaps in performance among the seven pillars of customer centricity, a company can drive sustainable results.

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, October 21, 2014 6:51 PM

Do you agree with The 7 Pillars?


1. Customer Experience


2. Loyalty


3. Communications


4. Assortment in Product and Services


5. Promotions


6. Price


7. Feedback


A company must understand its customers’ behaviors and attitudes and have the internal processes in place to create a cultural change within the organization. By aligning deep customer insights with communications and operational processes, and identifying gaps in performance among the seven pillars of customer centricity, a company can drive sustainable results.


Great insight @Dunnhumby

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Engagement: The Key Metric for the Future

Engagement: The Key Metric for the Future | Complaints | Scoop.it

Via Eric_Determined / Eric Silverstein
Scott Davidson's insight:

Do you measure engagement?

more...
Jean-Guy Frenette's curator insight, January 21, 2014 9:00 AM

Employees first then customers. Make sense...

Raquel Oliveira's curator insight, January 27, 2014 10:22 AM

a humanidade clama por ser envolvida nas decisoes, projetos e aprendizagem. Sim, eu sinto esse movimento em diversos setores. Em relação a aprendizagem de adultos, é irreversível !

Michael Allenberg's curator insight, January 31, 2014 8:11 AM

It's all about engagement folks!

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Why work in complaints handling?

Why work in complaints handling? | Complaints | Scoop.it
Complaints handling can be a very tough job and requires a complex set of skills to master. Here are 10 top skills you need to handle complaints well.
Scott Davidson's insight:

Empathy is the #1 requirement

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One of the Best Business Model Innovation Stories We've Ever Seen

One of the Best Business Model Innovation Stories We've Ever Seen | Complaints | Scoop.it

Warren Buffett once said, “If you’ve got the power to raise prices without losing business to a competitor, you’ve got a very good business. And if you have to have a prayer session before raising the price by 10 percent, then you’ve got a terrible business.”

By Buffett’s reckoning, then, Marlin Steel had a terrible business 10 years ago.

 

In 2003, Marlin made $800,000 selling wire bagel baskets, and it was sinking fast because of newfound competition from Chinese factories, which were selling bagel baskets for $6--half of what Marlin’s baskets cost. “Marlin’s customers were switching to save $200 a store. And Marlin would never be able to match its Chinese competitors on price,” reports Charles Fishman in Fast Company.

 


Via The Learning Factor
Scott Davidson's insight:

The importance of asking critical questions:

- What job are you hiring this product/service to do?

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The Learning Factor's curator insight, January 22, 2014 5:49 PM

This niche U.S. manufacturer fended off foreign competition by radically reshaping its pricing and customer base.

Renzogracie academy's curator insight, January 23, 2014 7:09 AM

1.       mixed martial arts Brooklyn

 Mixed Martial Arts Brooklyn is a MMA academy which provides the skills of kickboxing, wrestling, and fighting to the people of every age with their own experience and help to improve their physical fitness and health standards up to larger extent.

http://renzogracieacademy.com/the-primary-mission/

 

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FOS to reduce budget by 20% and freeze general levy at £23.3m - Insurance Age

FOS to reduce budget by 20% and freeze general levy at £23.3m - Insurance Age | Complaints | Scoop.it
FOS to reduce budget by 20% and freeze general levy at £23.3m Insurance Age The FOS stated: “Although this continued increase is disappointing, the increase is smaller than we have seen in previous years – perhaps partly reflecting an improvement...
Scott Davidson's insight:

Ombudsman expects PPI escalations to tail off in financial year 1st April 2014 to 31st March 2015 ... but escalated complaints could still be with FOS for up to 18 months according to other reports ... a long time to wait if you are in dispute

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