Category: Uncategorized

Customer Service for Financial Services

Knowledge based systems offer many unique benefits – Effective customer service software provides multiple advantages for financial services enterprises. Effective customer service is geared towards promoting a cordial relationship between a company and the people who patronize it. In its simplest...

Creating Engagement Through Empathy Engineering?

So how do you build truly great levels of customer value? We have all heard the stories about customers with an 85% satisfaction rating being almost as likely to leave you as those with a 60% rating. Well, perhaps that is...

Customer Experience & eCommerce…

In the world of eCommerce every interaction matters. Just one minute of downtime can cost a retailer thousands of pounds in lost revenue, as well as significant damage to its brand reputation and the business. In light of this, IT is...

Does your online experience create a great impression?

At the 2013 Customer Experience awards the judges were on the hunt for a company offering an exceptional experience to customers online. Clothes2order, a company supplying clothing to businesses for uniforms, promotions and events, with all orders taken via its...

New Health Sector January

NEW Health Sector In partnership with the Patient Experience Network Note From Ruth Evans Welcome to our very special New Year Edition of the PENLetter. As we enter 2014 we would like to wish all our readers and members a very happy, lucky and...

Banking on good customer service?

The future of customer service is to bridge the gap between the smart consumer with the smartphone and the bank holding his or her financial assets. Even though mobile applications are becoming increasingly powerful customer touch points, many banks are...

Is Innovation the Key to a Whole New Level of Customer Service?

In July, the Institute of Customer Service published the results of their UK Satisfaction Index (UKCSI), a national survey that gauges the quality of UK customer service annually. This year, the results showed that customer service satisfaction had plateaued. Since...

Findel Education – Transforming Customer Experience

Getting shortlisted for the UK Customer Experience Awards is an achievement in itself. Winning an award is a huge success. Findel Education fought off strong competition from the likes of LV, Virgin Media and Capita to win Best Business Change...

Using IT To Further Improve The Customer Experience

Creating a sustainable environment where customers feel comfortable to provide feedback requires a safe and easy way for them to communicate their thoughts. A recent NHS project we have undertaken involved creating a system for patients to provide feedback for their...

United Biscuits makes £25,000 savings with IT investment


United Biscuits (UB) is one of the world’s pre-eminent branded snacks businesses with a reputation for meeting consumer needs for well over 100 years.  UB’s unrivalled portfolio of brands includes favourites such as McVitie’s, Jacob’s, Carr’s, Jaffa Cakes, Mini Cheddars,...