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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, 6:00 AM

Employees first then customers. Make sense...

Raquel Oliveira's curator insight, January 27, 7:22 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, 5:11 AM

It's all about engagement folks!

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Rescooped by Scott Davidson from Business, Lean Startup & Product management
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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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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, 6:00 AM

Employees first then customers. Make sense...

Raquel Oliveira's curator insight, January 27, 7:22 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, 5:11 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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Rescooped by Scott Davidson from Business Brainpower with the Human Touch
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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 Vicki Kossoff @ 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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Vicki Kossoff @ The Learning Factor's curator insight, January 22, 2:49 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, 4:09 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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