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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 -
07979 633 742 TonyB@empathy.co.uk
Your Empathy Prophet
The final edition of Your Empathy ProphetTM will be published electronically this summer.
From June 2009 we will presenting a series of Customer Experience Surgeries (see opposite). These experiential webinars will provide a valuable insight into industry findings.
Designed for:
Industry Practitioners
Regulatory Authorities
Industry Press
Academics and
Industry Associations
We hope that this new format will keep you up-to-date with the ERIC Benchmarking news as soon as it is published.
Click here to preview previous editions of Your Empathy Prophet.
June 2009
We are delighted to announce the appointment of Rob Sowden as 'Head of Channel Marketing' and Karen Brine as 'Head of Business Development'. Both bring new skills and core competencies to the business which further reinforces the management team and extends the offerings of the business.
INDUSTRY AND SYNDICATE WEBINARS
Harding & Yorke's Customer Experience Clinics - 2009
HOME INSURANCE Clnic (call 0845 4501750 to register)
- Date: 15th July 2009
- Time: 1.05 to 1.50pm
LOANS Clinic (call 0845 450 1750 to register)
- Date: 9th Sept 2009
- Time: 1.05 to 1.50pm
HEALTH INSURANCE Clinic (call 0845 4501750 to register)
- Date: 14th Oct 2009
- Time: 1.05 to 1.50pm
Future Clinics
- Health Insurance - 14th Oct '09
- Telephone Banking - 18th Nov '09
- Catalogue Clothing - 9th Dec '09
- Mortgages - 17th Feb '10
- Mbile Phones - 17th Mar '10
- Motor Insurance - 14th Apr '10
- Credit Cards - 19th May '10
- Savings - 16th June '10
Archived (Please call 0845 450 1750 for access)
- Life Insurance (June 2009)
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.
