What are the best and worst hotels in the UK?
The Customer Service Blog
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1M ago
The Customer Service Blog has featured several articles about Britannia Hotels and their terrible reputation with the British public. Readers of this blog will already know that Britannia are often ranked as the worst chain in the UK by the public. This has been confirmed yet again in a survey by Which? magazine, that has named them the worst hotel chain in the UK for the eleventh year running!! After surveying around 5,000 people, the Which? annual ranking of British hotel chains has once again placed them at the very bottom of the list. The chain, which operates 63 hotels across the UK, ha ..read more
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How misinformation affects what we buy
The Customer Service Blog
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1M ago
Misinformation isn’t just blurring political lines anymore. It’s quietly infiltrating our shopping trolleys in subtle ways, shaping our decisions about what we buy and who we trust. Spurred by political events, misinformation has garnered widespread media coverage and academic research. But most of the attention has been in the fields of political science, social psychology, information technology and journalism studies. More recently though, misinformation has also gained traction among marketing and consumer experts. Much of that research has focused on the direct impacts of misinformation ..read more
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The Institute of Customer Service Annual Conference and Awards 2024
The Customer Service Blog
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1M ago
The Institute of Customer Service will be holding their Annual Conference on 12th March 2024 at the London Hilton Hotel on Park Lane. The event is open to members and non-members. The event is the biggest forum for customer service thought leadership and best practice in the UK. The event draws hundreds of service professionals and business leaders together to learn from examples of global service excellence. The event will be chaired by the well-known TV presenter, broadcaster and journalist Amol Rajan, and it will feature several well-known special guest speakers including: Tom Athron, CE ..read more
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Just how bad is the British postal service?
The Customer Service Blog
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1M ago
As some readers will already know, I do a lot of investing on the UK and USA stock markets. I thought I was pretty good at choosing stock market ‘winners’, but that can’t be said for my decision (exactly two years ago this week) to buy shares in Royal Mail, which have fallen an incredible 49% in value since I bought them in January 2022. Oh well, you win some, you lose some! I invested in the company because I thought Royal Mail (now officially known as International Distributions Services PLC) was a company heading for success. How wrong I was! The company’s share value has plummeted in the ..read more
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20 Brilliant Quotes about Success
The Customer Service Blog
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3M ago
“Success is falling nine times and getting up ten.” Jon Bon Jovi “Success is how high you bounce when you hit bottom.” George S Patton “Success is often achieved by those who don’t know that failure is inevitable.” Coco Chanel “Success is not a good teacher, failure makes you humble.” Shah Rukh Khan “Failure is success, if we learn from it.” Malcolm Forbes “A minute’s success pays the failure of years.” Robert Browning “Failure is the condiment that gives success its flavour.” Truman Capote “Success is only meaningful and enjoyable if it feels like your own.” Michelle Obama “I’ve failed over ..read more
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New consumer rules to help people in debt
The Customer Service Blog
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3M ago
New ‘consumer duty’ rules introduced by the Financial Conduct Authority (FCA) aim to set clear standards for the protection of financial consumers. Banks, building societies, investment and insurance firms, as well as many other types of business, are being told to “put their customers’ needs first”. The timing couldn’t be better. Amid a cost of living crisis, the UK regulator’s new rules should hopefully address the increasing recognition by consumer groups that people cannot always solve the financial problems they face. Consumers are under pressure and need more support. Yet, trust in fin ..read more
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Students being scammed by fake landlords
The Customer Service Blog
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4M ago
Renters in the UK are facing a difficult time to find somewhere to live, with demand outweighing supply for houses and flats across the country, resulting in rental prices being pushed up. Many university students live away from their family home in private rental properties. Recent research shows that average student rents went up by 14.6% in the last year. But now scammers are taking advantage of the lucrative and competitive student rental market, by posing as legitimate landlords. These criminals are demanding deposits and advanced rent payments for properties that don’t even exist. BBC ..read more
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Over 300,000 reasons to celebrate!
The Customer Service Blog
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4M ago
It's time to celebrate! This month, The Customer Service Blog hit the amazing milestone of 300,000 readers! Official figures confirm that on 25th October 2023 we had 302,340 readers. This includes around 55,000 people in the UK and around 86,000 people in the USA. So far in 2023 we have acquired just over 50,000 new readers across Europe and in places further afield such as Hong Kong (where we now have around 29,000 readers) and Germany (where we have around 20,000 readers). But the really big success story has been the USA, where our readership has doubled in the last few years. In fact we ..read more
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Welcome to National Customer Service Week 2023
The Customer Service Blog
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5M ago
Welcome to National Customer Service Week (NCSW). This year, NCSW runs from Monday 2nd to Friday 6th October 2023, and it presents the opportunity for businesses and other organisations to celebrate customer service with a series of themes and prepared activities for each day, in addition to some helpful resources. For anyone running their own business, National Customer Service Week is a great opportunity to recognise and celebrate excellence in customer service, and to give recognition to your staff members who deliver it. MondayThe Future of AI TuesdayService with Respect Day WednesdayCu ..read more
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When is a Happy Hour, not a Happy Hour?
The Customer Service Blog
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5M ago
As many readers will already know, when I’m not editing The Customer Service Blog, I also do university lecturing in the disciplines of Marketing, Management and Business Studies.  One of my areas of expertise is pricing strategy, and how this can be used within marketing to maximise profitability. So I was very interested to read a recent media story about how the ‘Slug & Lettuce’ chain of pubs is going to charge different prices at different times, depending on how busy the pub is. The technical name for this strategy is ‘dynamic pricing’, and although the story has gained a lot o ..read more
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