If you’re a social landlord, how do you get people in debt to trust you enough to talk? Peabody is one of London’s oldest and largest housing associations. Their Collections team look after collecting rent and service charges from social and shared ownership residents. We were already working with Peabody on an organisation-wide cultural change …
We spoke to Ian Golding about the rise of customer experience, its impact on business and why, recently, customer experience has become a central focus for many sectors. Don’t try and delight the customer. Just get the basics right. Rubuss Talks with Ian Golding. In this latest edition of Rubuss Talks, Customer experience (CX) consultants …
Everyone loves to hate terms and conditions – but what can you do? Click and forget or read and die from boredom? It’s clear that people are getting fed up with struggling through legal documents designed for lawyers, not customers. The Telegraph’s Katie Morley picked up on the implications for Ts & Cs of the …
We’re in the Telegraph talking about Terms & Conditions Read More »
Give Mark the chance to speak about customers and he’s off like a rat up a pipe. So he was delighted to be invited to HouseMark’s Customer Excellence Club in London’s Ambassador’s Hotel. He talked about the struggle organisations have when they try to solve complex problems with solutions designed for complicated ones (there’s …
We’ll take any chance to spread the customer experience gospel, so a radio show with 7.3 million listeners is a great opportunity. Jeremy Vine’s Radio 2 lunchtime show wanted to talk about making utility bills clearer, and they asked Mark to be a guest. He explained how people simply don’t understand the bills they’re sent, …
As well as the UK, we work in Asia and the USA, so it was great to get asked to be a judge for the ICMI’s awards in Florida. As a regular participant in the USA’s International Customer Management Institute’s discussions, Mark was delighted to be appointed as a judge for the Global Contact Centre …
Judging the ICMI Global Contact Centre Live Chat awards Read More »
Mark’s back from a visit to Hong Kong where he was running a series of customer experience workshops for a global investment and protection firm’s leadership and marketing teams. While he was in HK, Mark took the opportunity to run a seminar talking about the importance of customer experience in customer touchpoints. He explains, …
Hong Kong customer experience workshops and seminar Read More »
Mark is delighted to have been appointed again as a judge for the ICMI Global Contact Centre Awards 2017 in Florida. He’ll be judging the tough Live Chat category again. “It’s a real honour to be asked to judge the Live Chat category again this year. It’s the fastest growing area of customer service and …
International Customer Management Institute’s Live Chat awards 2017 Read More »
Vodafone Europe invited James to present at their European-wide billing seminar in London. Explaining the key difference between an internal and external perspective, James presented Rubuss research on how difficult most utility and telecoms bills are to understand for customers. He demonstrated how complex most customers find even a ‘simple’ bill. He explained the …
