News

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 ...

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 ...

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 ...

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 ...

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 ...

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 ...

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 ...

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 ...

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 ...