CDC Respond Opinion Pieces
Using wrongs to make it right
Date: November 2007
Utility retailers looking to reduce customer churn must revise their minimum standards approach to managing complaints and adopt a more customer-centric approach, says CDC Respond CEO James Heavey.
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Using feedback to drive continuous improvement
Date: October 2007
You can't avoid receiving customer feedback: it is freely given and businesses will get it whether they want to or not but can Enterprise Feedback Management deliver anything worthwhile a CRM system can't?
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Building a better business tomorrow
Date: May 2007
Increased regulation, greater commoditisation and more demanding customers mean that banks today are faced with a stark choice: develop more customer-centric models or watch customers vote with their wallets
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Feedback Data Hub
Date: April 2007
In the ever-evolving information age, it is no longer sufficient simply to record data as part of managing customer interactions. These data must be transformed into 'information' and consolidated into usable forms, that can underpin decision-making processes.
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From listening comes wisdom
Date: April 2007
Feedback can be initiated by the customer or by the organisation. Either way, says CDC Respond CEO, James Heavey, it is a free source of vital management information that should be properly harnessed as part of an enterprise feedback management strategy in order to drive valuable business improvement.
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A matter of principles
Date: January 2007
The principle-based approach adopted by the FSA does not equal a reduction in regulatory scrutiny; it represents a shift towards defining fairer and more timely outcomes from complaint handling, says industry commentator Martin Shaw.
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