An over-reliance on legacy IT systems that aren't designed to cope with the data-led world we live in has meant the customer journey has suffered, argues Jon Cano-Lopez, CEO of the REaD Group.
Many customer relations teams dread a cutting complaint letter, but amid the anger, there are some classic finds. We've pulled together some of the most popular letters in recent times.
Ofcom's review of complaints handled by telecoms operators in 2010 has seen companies such as Three levied with fines. The latest company to face a penalty for lax procedures is EE.
From Pinterest to Twitter and review websites such as Yelp, here's a quick guide to solving customer complaints.
Seeing the same advert several times can irritate and exasperate its targeted audience, rather than endear them to the company and its product.
With 15,000 complaints a day made about financial services organisations in 2013 to the FCA, companies must be prepared to do more than ever to retain customers in the wake of a negative experience, according to The Grass Roots Group.