Helen Dewdney

APRIL 21, 2023

The customer’s entitlement to choose who repairs their vehicle is covered under the following Acts: Consumer Rights Act 2015. Consumer Protection from Unfair Trading regulations 2008 A general ban – on conduct below a level which may be expected towards consumers (honest market practice/good faith).

Insurance 92

Insurance Automotive Consumers Financial 92

Lumoa

JANUARY 2, 2022

And a single negative complaint on a major consumer complaints site, like Pissed Consumer , Complaints Board , or Better Business Bureau , can seriously hurt your reputation and bottom line. Sprout Social research shows that 47% of consumers have used social media to complain about a business.

NPS 195

NPS Net Promoter Score How To Social Media 195

InMoment XI

FEBRUARY 2, 2024

Founded in 2008, Hootsuite supports social network integrations for Twitter, Facebook, Instagram, LinkedIn, Pinterest, YouTube, and TikTok. Outside of online review websites (like Yelp, Google, and Tripadvisor), consumers turn to social media platforms to learn more about businesses.

Social Media 221

Social Media Brands Management Analytics 221

Thematic

DECEMBER 9, 2022

How can you stay relevant to consumers in a competitive market - especially one under the pressure of a recession? During the 2008 recession, Starbucks came under threat. Due to the rapid decrease in consumer share, multiple Starbucks stores were forced to close, and many employees lost their jobs. What do they have in common?

Customer Satisfaction 71

Customer Satisfaction Fashion Feedback Social Media 71

Helen Dewdney

OCTOBER 5, 2016

Say that you are aware that the breach falls under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, Regulation EC 1008/2008 – Article 23 Transparent pricing, Consumer Protection from Unfair Trading Regulations 2008 and Consumer Rights Act 2015 (including Part 2 Unfair Terms).

Consumers 75

Consumers Travel Social Media Tips 75

Helen Dewdney

JUNE 21, 2016

I have been asked a lot what EU law affects consumer law and what would happen to consumer law should we leave the EU on Thursday. EU legislation is intended to give consumers across the EU equivalent rights. See the UK European Consumer Centre for more details. The Consumer Rights Directive 2013 .

Consumers 56

Consumers Government Sales Marketing 56

Eptica

JULY 8, 2016

Date: Friday, July 8, 2016 Delivering what US consumers want. First run in 2008 and based on a representative sample of consumers, it tracks how people feel about their financial prospects and the impact that this has on their buying habits and behavior. Published on: July 08, 2016.

Consumers 50

Consumers Self Service Multi-Channel Financial 50

ijgolding

MAY 11, 2016

I am writing this blog having just watched a Hollywood movie about the 2008 banking crisis – The Big Short, featuring Christian Bale, Steve Carell, Ryan Gosling and Brad Pitt is a tough watch – not because of the quality of the acting, but because of the almost completely unbelievable plot. That phenomenon is you and I – the consumer.

Measurement 120

Measurement Customer Experience Company Banking 120

Customer Bliss

AUGUST 3, 2017

Forrester recently released their US 2017 Customer Experience Index , which goes through data from 120,000 online consumers to rank 300 brands across 21 industries. There’s been tons of research on the connection between emotions and customer experience/marketing, including this work from Northwestern in 2008.

Customer Experience 236

Customer Experience Travel Touchpoint Connections 236

Lumoa

JUNE 23, 2021

In the age of smartphones, where support is only a click away, consumers have massive expectations when it comes to customer service. This recent increase in its favor has much to do with consumers’ fondness of soliciting personalized support.

Trends 195

Trends Self Service Contact Center Omni-Channel 195

AWS Machine Learning

SEPTEMBER 30, 2024

trillion in the hands of consumers and almost $1 trillion into state and local coffers. Most consumers and companies (and states) are still flush with the money generated in 2020 and 2021, with consumer spending over the last several months 12% above pre-COVID-19 levels.

Airlines 98

Airlines Exercises e-support Financial 98

Helen Dewdney

OCTOBER 3, 2022

Consumers have seen customer service get worse and worse over the last couple of years. Whilst consumers can understand the reasons for rising prices and supply chain difficulties, customers can no longer tolerate the poor customer service that we saw at the beginning of the pandemic. Why just one week? No excuse for poor service.

Customer Service 66

Customer Service Poor Customer Service Consumers Sales 66

GetFeedback

OCTOBER 21, 2019

A recent study by PwC found that one in three consumers will walk away from a brand they love after just one negative experience. In this article, we’ll take a closer look at what customer experience management is, as well as how companies of all sizes can optimize it to keep consumers happy and loyal to their brands.

Customer Experience Management 199

Customer Experience Management Strategy Customer Experience Management 199

Clarivate

OCTOBER 4, 2023

Philips’ patient- and people-centric innovation leverages advanced technology and deep clinical and consumer insights to deliver personal health solutions. The Solution: Unified IP lifecycle management In 2008, Philips turned to ipan, now part of Clarivate , to handle renewals. ” de Haan explains.

Technology 59

Technology Software Innovation Groups 59

Helen Dewdney

AUGUST 2, 2021

In my series of interviews with people in the consumer world, today is the turn of Matt Allwright. 3) How well do you know your legal rights (would be the Consumer Rights Act , different sectors regulations etc. I had the 2008 (amended 2014) Consumer Protection from Unfair Trading Regulations down pat. in the UK).

Social Media 76

Social Media Consumers Feedback Company 76

Helen Dewdney

JUNE 8, 2023

suggests that by not providing unit costs of clubcard prices it could be breaking the law, breaching the Consumer Protection From Unfair Trading Regulations 2008 (CPRs) and calls on Tesco to introduce unit pricing. appeared first on The Complaining Cow - Consumer Complaints, Consumer and Money Expert.

Loyalty 79

Loyalty Consumers Comparison Insurance 79

Helen Dewdney

APRIL 12, 2022

We believe British Gas may not have met the Ofgem Standards of Conduct, the Consumer Protection from Unfair Trading Regulations 2008 and the Consumer Rights Act 2015. British Gas, Ofgem and the Energy Ombudsman are already dealing with complaints. Brian was awarded £270 compensation. Top tips to help you complain.

Tips 39

Tips Consumers Customers 39

Michelli Experience

JUNE 28, 2017

Behavioral economist, Dan Ariely’s work on emotional decision-making has also been ground-breaking and inspirational; particularly, when it comes to consumer behavior. Predictably Irrational.

Customer Experience 209

Customer Experience Employee Engagement Loyalty Customers 209

Helen Dewdney

OCTOBER 18, 2022

Interview with the Ofcom Consumer Protection Director on my The Complaining Cow Consumer Show for East London Radio. Customer complaints reach their highest ever Institute of Customer Service (ICS) bi-annual UK Customer Satisfaction Index revealing the highest level of complaints since their records began in 2008.

Consumers 55

Consumers Report Customer Service How To 55

CSM Magazine

OCTOBER 6, 2022

” Founded in 2008, 60K provides CXM services to leading U.K., ResultsCX’s 30-year track-record for reimagining the customer experience to meet consumers’ evolving expectations has driven growth to more than 20 geographic hubs and approximately 20,000 employees worldwide. It’s a great moment for our people.”

Self Service 52

Self Service Entertainment Multi-Channel Telecommunications 52

Retently

JULY 28, 2023

It was only in 2008 that the Chief Customer Officer position started being recognized as an important role within a company. Fosters a Company-Wide Customer-Centric Culture To make the customer feel valuable to the brand, the Chief Experience Officer unifies the way all employees view consumers.

Chief Customer Officer 142

Chief Customer Officer Customer Centricity Call Center Metrics 142

ShepHyken

NOVEMBER 6, 2020

He shares the process of conducting consumer research and how to implement your findings into the customer experience. Understanding your consumer is a key piece of customer service and developing loyalty to your brand. How Do We Conduct Consumer Research? Have you ever been inside a Whole Foods that sells Louis Vuitton bags?

Customer Service 109

Customer Service Marketing How To Consumers 109

Helen Dewdney

APRIL 9, 2019

Complain easily using consumer laws! Consumer Rights Act 2015 – the most comprehensive useful law to cover you for most issues with products and services. Consumer Rights Act 2015 digital content the extra cover. The Consumer Rights Directive 2013 – these laws cover you for purchases in the EU.

Travel 55

Travel Consumers Tips How To 55

Brandwatch CX

FEBRUARY 23, 2024

It is easy to see the use-case for social listening when looking at large consumer brands They have hundreds of thousands, if not millions, of buyers and millions more of potential ones. Example : As early as 2008, networking giant Cisco has been using social media to launch products. In fact, it can be quite the opposite.

B2B 59

B2B Brands Social Media Wireless 59

Strativity

OCTOBER 7, 2022

Humans simply are not rational beings, so it makes little sense to appeal to consumers through rational means alone. During the Great Recession of 2008, the brand got its start by tactically driving consumers to do something we’ve all grown up being told not to – enter a stranger’s home. Airbnb is one such success story.

Consumers 52

Consumers Brands Innovation Industry 52

Beyond Philosophy

DECEMBER 6, 2018

The slogan resurfaced in the 2008 campaign as “It’s the economy, stupid.”. consumers say they spend more money doing business with a company that delivers an excellent experience. consumers will spend up to 17% more with companies that provide excellent customer service. Perception is the reality, as they say.

ROI 164

ROI Customer Experience Customers Resources 164

Gainsight

NOVEMBER 1, 2022

If you’re my age (or older), you probably remember exactly where you were and how you felt when the last Great Recession hit in 2008. And while the economic and geopolitical uncertainty doesn’t look like it’s going away anytime soon, I’m making a bold prediction about the future of SaaS: 2022 will not be a repeat of 2008.

B2B 52

B2B B2C Software Customer Success 52

Helen Dewdney

OCTOBER 26, 2016

by Ofcom for “serious and sustained breaches of consumer protection rules” Ofcom undertook two investigations lasting 18 months. The substantial fine sends out a message to telecom companies that these breaches in consumer law, not ensuring adequate staff training and treating customers badly will not be tolerated.

Consumers 30

Consumers Financial Resources Training 30

Helen Dewdney

OCTOBER 13, 2022

The impact on businesses of consumers’ increasing irritation with phoning customer services is now greater than ever before. The ICS survey of 10,000 consumers across 13 industry sectors showed that 17.3% This is the highest level since their records began in 2008! Further help with complaining for consumers.

Consumers 57

Consumers Customer Service Representative Customers Tips 57

Brandwatch CX

FEBRUARY 23, 2024

It is easy to see the use-case for social listening when looking at large consumer brands They have hundreds of thousands, if not millions, of buyers and millions more of potential ones. Example : As early as 2008, networking giant Cisco has been using social media to launch products. In fact, it can be quite the opposite.

B2B 52

B2B Brands Social Media Wireless 52

Helen Dewdney

AUGUST 16, 2018

Consumer Rights Act 2015 says services must be carried out with reasonable skill and care. Firstly, under the Consumer Rights Act 2015, services should be carried out with information given verbally or in writing to the consumer which is binding where the consumer relies on it. Like your deliveries?

Consumers 57

Consumers Tips How To 57

Eptica

FEBRUARY 6, 2019

Showing the speed of change, in 2008 the five largest global companies were PetroChina, Exxon, General Electric, China Mobile and ICBC (China). Reading through qualitative data, such as free text interaction was once a time-consuming, often manual process but now you can do it at scale using AI and text analytics.

Automotive 73

Automotive Social Media Contact Center Banking 73

West Monroe

APRIL 9, 2023

In the aftermath of the financial crisis of 2008, Congress passed the Dodd-Frank Act in 2010, imposing stricter regulations on banks with $50 billion or more in assets. The question then quickly becomes: How are the regulators going to respond and what is this going to mean for banks going forward?

Banking 52

Banking Government Financial Meeting 52

CSM Magazine

DECEMBER 18, 2020

Following the credit crisis of 2008, many senior managers and staff avoided confronting their clients or taking responsibility for huge losses, sometimes hiding behind the size of their organisations. This is narrowed down into limited scope firms, core firms and enhanced firms.

Course 52

Course Insurance Financial Banking 52

Lumoa

JUNE 14, 2023

Zendesk’s research found that an overwhelming majority of consumers (nearly three out of five ) stated that quality customer service is paramount in cultivating brand loyalty. Meanwhile, 50% of consumers will likely switch to a rival after just one bad support experience. And you’re not alone in feeling that way.

NPS 195

NPS Effort Score Customer Centricity Loyalty 195

Helen Dewdney

JANUARY 28, 2019

The Consumer Protection from Unfair Trading Regulations 2008 (amended 2014) (CPRs) regulate estate agents and other businesses involved in property sales and lettings. The CPRs prohibit all traders from using unfair commercial practices in their dealings with individual consumers. How to take charge of your home removal.

Consumers 57

Consumers Course Sales Engagement 57

Helen Dewdney

JULY 17, 2019

However, unsolicited goods are also covered in the newer regulations The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013) which say you have a right to keep goods delivered to you that you didn’t request. How To Complain: The ESSENTIAL Consumer Guide to Getting REFUNDS, Redress and RESULTS!

Tips 76

Tips Consumers Company System 76