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

____________________________________

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!

____________________________________

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

_____________________________________