Recognising that many organisations are now into the First Quarter of their new financial year, we've brought you some tips on supporting your growth and on cutting your expenditure. We highlight the latest research that's proving the vital need for businesses to improve their services to customers, crucial to surviving these tougher times.  Also, looking to save you money  we've identified 6 myths & misunderstandings of customer satisfaction.

After a year of growth and positive changes for Customer First UK we reflect on the successes including significant interest from the hospitality and leisure sector. With more people in the UK looking to holiday closer to home this year, we celebrate the success of some of the first hospitiality and leisure groups to achieve Customer First Standard.

Finally with our course set for growth this year, we're looking for delivery partners to join our network to support more businesses to raise their customer service standards.

Best Wishes

Customer First UK

In this issue
                                                 
» Customer Service - The Solution to Surviving the Recession
» Leisure & Hospitality organisations Putting the Customer First
» Customer First UK Progress Update 
» 6 costly customer satisfaction myths & misunderstandings
» Inspirational Case Studies
» Conferences and Events
» Looking for Consultants to join the Customer First Network

Customer Service Improvement - Solution to Surviving the Recession. 

Millions of businesses are now a couple of months into their new business year cycle. Organisations are charting their progress at every step of the way as the pressure's on in this economic climate to dig deep and push hard for recovery and success. Recent research carried out by Cisco shows that Small-Medium Enterprises need to focus harder on their customer service delivery. As customers are now being more selective with how they spend their money, Cisco's research shows that businesses need to improve on service delivery in order to steer a steady course through the business year 2009-10 .
 
Read the story in full

Leisure and Hospitality Organisations are Putting The Customer First. We've seen a recent surge in the number of hospitality & leisure organisations expressing an interest in going for Customer First - the national standard for customer service. UK leisure groups and hoteliers are looking to differentiate themselves in a market where British people, in a cautious economic climate, are choosing to stay at home this year and explore what's on their own doorstep. Recent figures produced by the monitoring body Glenigan, show a 17.5% rise in the value of leisure contracts being awarded in the last 12 months. With growth in this sector, those leading the way are focused on offering a customer experience to remember. - One for the photo album! Read More

 Customer First Case Studies

"Customer First was a good framework for reviewing our customer service and identifying areas for improvement"

As one of the largest accommodation providers for international students in the capital, International Students House are one of the first in the hospitality sector to achieve the Customer First Standard. Their assessor Les Hewitson, of Centre for Assessment recognises,
"This is a superb result for ISH and reflects the dedication and customer focus that is shared by everyone working within ISH.  If the spirit of Customer First resides anywhere, it resides at International Students House""
Read the full case study

"Achieving Customer First  demonstrates the importance we place on delivering a proactive, high quality service to all of our clients."

Award winning business growth accountancy firm, Woods Squared Ltd, added to their accolade of achievements recently through their Customer First success. As a firm that looks to differentiate themselves from traditional accountants, they feel that their latest success has led to an even bigger commitment from the team.
At a time when customers are starting to make their consumer choices based on quality of service, Alan Woods, Director of Woods Squared Limited, believes that their achievement recognises their dedication to high quality customer service, and managing their customers expectations.
Read the full case study

"The Customer First Standard supports continuous improvement of our customer service delivery."

Barnsley Premier Leisure is a charitable company providing leisure and recreation opportunities to the people of Barnsley. With the Metrodome recently achieving Customer First, BPL have now committed all ten of their leisure sites to going for the national standard. Their assessor, Anne Hames of Quantum Assessment Services comments, 
"The achievement of Customer First by the Metrodome is well deserved. There was a real recognition of the importance of valuing people as individuals throughout, whether those people be customers, or employees."

Read the full case study

© Customer First UK 2009.

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