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Customer service route back to trust

Cridland says customer service is the best path to build consumer confidence and stimulate sustainable, long-term recovery. Speaking at the 15th AGM of the Institute of Customer Service, John Cridland said:  “Customers want to deal with organisations they can trust to keep their promises. The organisations who will achieve long-term success are those that put […]

Olympic security shambles – what next?

Stuff happens. When organising something as big as the Olympic Games some things are bound to go wrong. Sometimes the failures are simply funny. Just one day after its public unveiling in Trafalgar Square, the official 500 day Countdown Clock stopped counting down. It was a real-egg-on-face moment for LOCOG but harmless black comedy for […]

Facebook down and Google up

Changes Facebook has made to its user experience, such as Timeline, along with concerns over privacy have brought down the social network's consumer satisfaction score, according to a new report. Facebook, already the lowest-scoring e-business company, suffers the largest decline in customer satisfaction according to the American Customer Satisfaction Index (ACSI) E-Business Report released in […]