Press Releases
The Problem with NPSHow to ruin you business in three easy letters – the dangers of NPS Just find out if your customers are promoters - enthusiasts who keep buying from you and urge their friends to do so too, passives - satisfied but unenthusiastic and easily winnable by competitors, or detractors - unhappy customers trapped in a bad relationship with you. Use this information to drive your business. So argues Fred Reichheld in “The ultimate question – driving good profits and true growth”. Subtracting the % of detractors from the % of promoters gives you a metric you can use to drive your company to achieve higher profits. The measurement is based on the answer to the question, “How likely is it that you would recommend (the company) to a friend or colleague?” is on an 11 point scale, with 0-6 being detractors, 7-8 being passives and 9-10 being promoters. One problem of this measurement approach is that quite different sets of responses can produce the same NPS. Also, if many of your customers are passives, is that better than most of your customers being detractors or recommenders? Read More...
Posted on Thursday 30th July 2009
Mortgages Feb 2009
Mortgages – Customer Experience Gap between lenders and their customers increases while Tesco bucks the trend.
Read More...Posted on Friday 20th March 2009
ERIC Best Practice™ Launched
ERIC Best Practice™ Launched - Measure some or all of your contact channels (call centres, stores and websites) to understand performance & consistency.
Read More...Posted on Wednesday 18th March 2009
Developing empathy in the call centre
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Posted on Friday 19th September 2008
Health Business - Improving the patient experience
Helping you improve the patient experience
Please download the full article or alternatively you can go directly to Health Business website to view the article
Read More...Posted on Friday 30th May 2008
Catalogue e-business May 2008 - A New Attitude
Empathetic companies are more profitable than those seen as uncaring by customers. Here's how you can create a more caring call centre....
Read More...Posted on Friday 30th May 2008
A World–first for UK Research Company
Posted on Friday 04th April 2008
ING Direct - Newsletter Feb 2008
Better yet, our home insurance has also been recognised as having some of the best customer services in the industry. Harding & Yorke's study measures both 'how it feels to be a customer' and 'how it feels to be processed',
Read More...Posted on Thursday 28th February 2008
Jamie Lywood to speak at Gartner Summit
On the 18th March 2008, Jamie Lywood, Harding & Yorke's managing director, will speak at the Gartner Customer Relationship Management Summit as a guest of Ed Thompson. He was invited to speak with Dr Yuksel Ekinci following the relevation in late 2007 of the correlations between H&Y's Empathy Measurement and profitability.
To register for this event http://www.gartner.com/it/summits/crm9i/index.jsp
Read More...Posted on Monday 25th February 2008
Emotional Customer Management - CCF
Professor Merlin Stone reveals a whole new way of measuring performance: empathy. But can such a touchy-feely concept really make a practical difference?
Read More...Posted on Monday 25th February 2008
Good Call Centres mean good money
Merlin Stone weighs up the effectiveness of the contact centre in the December issue of Direct Marketing International.
"Just as the eye is a window on the soul, the call centre is a window into a company's customer management culture. Companies which focus on creating empathy with their customers are more likely to be profitable."
Read More...
Posted on Monday 25th February 2008
Empathy index 'linked to profitability'
research-live.com - published 20th November 2007
UK-- A new index measuring ‘customer empathy' aims to help businesses build profits by managing service quality.
The new metric is the result of a three-year benchmark programme completed in June by the Empathy Rating Index Company (Eric) - a division of customer experience consultancy Harding & Yorke.
Posted on Wednesday 21st November 2007
Praise for Virgin Mobile and Phones 4U
Virgin Mobile and Phones4U have taken joint place in research judging the empathy skills of mobile companies' telephone advisors.
Industry research group Harding & Yorke produced the league table in its February Empathy Rating Index Company Report.
Read More...Posted on Monday 25th February 2008
Barclays top empathy table
Barclays, under the Woolwich brand, has scored top spot in the Harding & Yorke mortgage lender league table on customer empathy.
Read More...Posted on Monday 25th February 2008
Net Promoter - is it valid?
A Longitudinal Examination of Net Promoter and Firm Revenue Growth. Read More...
Posted on Thursday 15th November 2007
ERIC Correlates with Profit
The findings of the study suggest that ERIC has a statistically significant and direct impact on profitability as measured by Return on Capital Employed (ROCE). The inter-correlation between the six dimensions of ERIC and profitability was very strong (85). The ERIC model explains 72 per cent of the total variance in profitability which was extremely good (p < .05).
Read More...Posted on Monday 25th February 2008
BUPA - Kings of ERIC
BUPA - Renewed customer focus reaps rewards - A page taken from BUPA TODAY - 26 October 2007
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Posted on Monday 25th February 2008
ING Direct
ING finish top against stiff competition.... Read More...
Posted on Monday 25th February 2008
Your Empathy Prophet
Read More...
Posted on Tuesday 21st July 2009

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