Latest
News
June 2007
GNER
GNER have commissioned CCL to help improve the end to end customer management processes, procedures and communications, relating to customer care and customer information during operational disruption.
National Express
CCL have been invited to facilitate National Express Group to pull together a group contact centre strategy that provides a roadmap in line with the group’s brand, divisional customer propositions and customer expectations.
The CCL BIG Conversation
CCL are hosting a series of lunch conversations with Director-level participants from across the industries in Central London. The first BIG conversation took place at Quaglino’s, SW1 and the focus for our conversation was ‘What is the return from investing in customers and improving their satisfaction?’ If you would be interested in coming along to future BIG conversations then please email robert.cooke@customerconsulting.com
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July 2006
NEW Financial Manager
and Company Secretary
After 7 years of excellent service it is finally time for Tony
Morley to retire. Tony who will be 69 this year and is still life
and soul of any party (and a favourite with the girls) is finally
going to step back and ‘spend more time with his family’.
Those of you who know Tony will know that he has kept the company
safe and has always added value to our team, the associate consultants
and our clients; our sincerest thanks and good wishes go with him.
Tony
has for the last few months been training Kathy Duxbury to take
over from him in both his financial management and company secretarial
roles. Kathy has 20 years experience in the customer management
industry and has spent the last three years studying for her accounting
qualifications.
A very warm welcome to her!
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June 2006
Latest National Passenger Survey scores (NPS)
for the Rail Industry
Customer Consulting Ltd have
been working with South West Trains on improving Customer Information,
particularly in times of disruption. The work they have carried
out resulted in a 7% rise from 29% - 36% in the last scores - and
in the latest scores this has risen by a further 10% to 46%.
This
programme has been entered for a National Customer Service Award.
____________________________________ 6 June 2006
CCL to give
Senior Industry Management the opportunity to discuss current issues
on a one to one basis at the Customer Information Exchange
CCL are providing an opportunity for delegates
at the Customer Management 2006 Information Exchange to meet and
talk with their senior consultants about key issues that are affecting
businesses today.
CCL specialise in Customer Management Strategy and
Implementation, Contact Centre strategy, Contact
Centre Performance Improvement and Change Management.
Our focus is to improve customer and staff satisfaction and generate commercial return for our clients.
Visit our link at CUSTOMER MANAGEMENT 2006
Our Directors look forward
to seeing you on the day ASK FOR
Simon Rustom, Managing Director
Sally Rustom, Director
Robert Cooke, Business Development Manager
DETAILS
Venue: Crowne Plaza, Marlow, Bucks
Date: Tuesday 6th June
2006
Time: 8.30am to 5.00pm
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