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Treat Customers Fairly
Some Financial Services Organisations are still looking at the issues of TCF. If you are interested in what we can do to help you meet the TCF requirements please contact:
Tony Brown -
+44 1235 845 700 TonyB@empathy.co.uk
Your Empathy Prophet
The final edition of Your Empathy ProphetTM - The Optimist - has now been published and is available electronically.
Click here to preview previous editions of Your Empathy Prophet.
January 2010
Happy New Year to everyone. As we reported in December 2009, Harding & Yorke was selected for the Daily Telegraph's 'Secrets of Success' series and because we got into the top 15 we had a short film made on us (although it took 2 days). This was launched on The Daily Telegraph's Business Club Website at the beginning of January and we are delighted to bring it to you here - via 'YouTube'. Please follow the link:'Secrets of Success - H&Y'. it only lasts for 6 minutes however we are really pleased with it. We hope you like it too.
We are also delighted to annouce the launch of Harding & Yorke in South Africa. Toni Blumeris, formerly MD of the Bluchik Agency, will begin as MD on the 4th January together with support staff. With existing and new clients already signed up we know that the team from South Africa are assurred and very busy and successful 2010 - welcome aboard! - Oh and please can we have some World Cup tickets!
AS60
AS60 stands for the 60 most Aspirational Contact Centres serving the UK and January 2010 sees the launch of Harding & Yorke's new benchmark challenge. More details are avialble on request and publicity will follow. Please call +44 1235 845 700 or email JL@empathy.co.uk for more details.
ASW100
Later this year we will launch ASW100 - representing the 100 most Aspirational Contact Centres from around the World.
INDUSTRY AND SYNDICATE WEBINARS
The world is changing - and fast!
Earlier in the year we launched a series of webinars to show case our ERIC Benchmarking Programme. Whilst we have been delighted by the take up and participation of these events we have decided to make them even more personal.
If you are interested in hearing about our ERIC Benchmarking programme we will take you, and any invited colleagues, on a personal tour of the data and explore what you want to explore.
Simply call Sarah Jedynowicz on +44 1235 845 701 to book your appointment.
Industries included in the Benchmark include:
- Health Insurance
- Telephone Banking
- Catalogue Clothing
- Mortgages
- Mbile Phones
- Motor Insurance
- Credit Cards
- Savings
- Life Insurance
- Home Insurance
- Loans
- Water Companies
Hardington
Experience how it feels to be a customer, in our experiential town, Hardington.
The Home of Customer Empathy
And where profitable Customer Service comes first
Harding & Yorke are experts in measuring and improving Customer Experiences. Our aim is quite simple - to help you build and sustain great experiences for those who work for you, and with you.We provide a range of services to help you identify how you can provide truly world class sales and service delivery (this goes far further than simple Customer Satisfaction or Customer Service Measures).
Most forward-thinking organisations recognise that their most important resource is human beings; those that have a colossal impact on the success and profitability of their businesses. So, at Harding & Yorke we have a passionate interest in people and their influence. Our unique combination of experience and insight stems from our involvement in a wide range of industry sectors, but all with a customer focus.Why choose Harding & Yorke?
Our processes and methodologies are well established, offer proven results and are correlated with profit (ROCE). Our client testimonials speak for themselves!
Our approach is five-fold:Measurement and Benchmarking
- ERIC Benchmarking Programmes™, In-depth analysis (Customer Empathy Audit™); Customer Interviews; Mystery Shopping; Focus Groups etc.
Diagnostics / Planning
Design / Strategy
Implementation
- Coaching; Training; Workshops; Call Quality Measures; Interim Management; Support Services; Mentoring
Having said that, many of our clients do return to working with us, tapping into our wide range of skills and services, as they are faced with new challenges.
