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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.
Summer 2010
We continue to work with our clients on numerous projects with some very interesting results. Possibly the most interesting is the work we have done recently with a number of clients on Collections and Complaints. In both of these areas we have been mapping the outcomes based on behaviours and we can now identify the right behaviours to achieve the optimum results. This has influenced the way we apporach new clients and there is a good deal of pull through as we continue to learn more about this approach.
We are conducting a number of round-tables in London to discuss the areas of Collections and Complaints and if you would like to join us please contact Rob Sowden for dates (robs@empathy.co.uk)
Aspire60 - the new benchmark of the 60 most aspirational companies serving the UK is almost ready for launch and we will be rolling this out during the summer months. If you would like to know whether yo are one of the top 60 companies or you would like to know how to challenge those that are please contact Alistair Ballantyne (AlistairB@empathy.co.uk)
Rob Sowden, Head of Channels, continues to develop new relationships - the latest one being with the British Retail Consortium (BRC). We will build on our two strengths to provide more and more value to their members. Click here for BRC Press Release.
Stuart Lamb has built a third Enterprise Partnership. Joining ServiceTick and Fusion Experience is Globalpark. For more information on any of these Enterprise Partnerships please contact Stuart Lamb on +44(0)7887 782875 or at StuartL@empathy.co.uk
We continue to benefit from being nominated and achieving a top 15 place with the The Daily Telegraph's Business Club :'Secrets of Success - H&Y' series and for those who have yet to view the film made on us can see it by clicking on the title above. We hope you enjoy it.
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.
