Last week, The Research Locker judged at the first ever UK Complaints Awards – it was a terrific event, full of great stories of how companies were delivering more positive, proactive complaint handling experiences to their customers. Every win was absolutely merited and the buzz...
Today, particularly in Financial Services there is regulatory expectation that firms ensure their communications are both “customer focused and rigorous”. To companies working in regulated markets, this means stress-testing your communications with customers and / or target audiences before rolling out. https://www.linkedin.com/pulse/smarter-communications-say-goodbye-status-quo-scott-davidson...
If everybody is doing it one way, there's a good chance you can find your niche by going exactly in the opposite direction – and this business strategy is applicable to Market Research firms as it is any other https://www.linkedin.com/pulse/how-niche-focus-using-reserarch-help-firms-improve-might-davidson?trk=v-feed ...
How timing might just be the most important element to influence business success. Being in the right place at the right time (with the right proposition) is more likely to contribute to business growth and success than your business model or size of investment. That’s...
The Financial Services regulator believes that all consumers have an expectation that firms will offer products and services that not only meet their needs but that they also can trust. This trust extends to being treated fairly and The Research Locker thinks this sentiment is...
Successful complaints handling and resolution could deliver longer-term benefits to your business and avoid unnecessary, costs including escalations to the Ombudsman. https://www.linkedin.com/pulse/customer-complaints-hiddencost-service-paradox-scott-davidson ...
The Institute of Customer Service’s UKCSI is the most recognised Customer Satisfaction benchmark in the UK. Within its question set are some high level questions which reflect the complaints experience – latest results suggest that when it comes to complaint handling, some companies have plenty...
