The role of social media as a machine for allowing groups of people to be in a state of perpetual outrage is a trend which shows no signs of abating. Love it or loathe it, what should you do about it? Is responding to organised online campaigning a reasonable reaction to the Voice of the Customer or are you just caving into cyber-bullying?
BBC Radio 4’s ‘Money Box’ isn’t often where you go for a scoop with political ramifications but today’s announcement by the programme that families on Universal Credit will miss out on payments over the festive period adds some excitement to what’s often a ‘worthy but dull’ feature in the Saturday schedule.
Leaving aside the politics for a bit, this is a story about service design that’s anything but customer-centric.
And if you’re on a low income, it sucks. Continue reading “Universal Credit: customer experience without compassion”
Have you got PPI? Do you think you might have had PPI? I’ve lost count of the times that some click-bait ad has popped up to ask me that question or, on some occasions, I’ve had to take a phone call from someone aggressively selling me PPI claims services I don’t need. Well, now the Financial Conduct Authority has got in on the act and enrolled none other than the Terminator himself, Arnold Schwarzenegger, in an advert to urge people to get their claims in before 29th August 2019. Continue reading “4 questions to check… are you exploiting your complaints goldmine?”