With global stock markets tumbling further today, UK businesses are increasingly finding themselves in recession territory. After nearly two decades of growth, for many managers this downturn will be a new and unwelcome experience. Yesterday, across the Sunday financial pages, words of wisdom were shared from business leaders that have been there and survived it before. Their key messages were consistent - don't make classic mistakes by reducing quality and service. Get out there and find out what your customers really want.....

This newsletter draws on smart strategies adopted historically by successful global brands where focus on retaining the core customer has been paramount. Read the inspirational success stories from businesses at the eye of the storm, Skipton Building Society and global brand, Daimler Insurance Servies who've both stepped up to the challenge. These forward looking organisations are Putting the Customer First^®.

Finally, former CEO of Asda, Archie Norman, wisely advises businesses to accept that they're in a recession, get their people into a competitive mind-set and 'then they can start to enjoy the challenge.'

Best Wishes
Customer First UK

In this issue
                                                 
» Tough Choices in Hard Times
» 8 Key Tips to Creating a Customer Service Culture
»Looking to develop new income streams? Customer First Approved Consultant, Jon Colman shares his success
» Looming Recession: Now is the time to keep close to your customers
» Forward looking organisations that are Putting the Customer First
» Recruiting Consultants Now

Tough Choices for Hard Times

As a recession looms how can businesses squeeze the most out of their marketing budgets while continuing to coax sales from customers who are themselves worried about spending? Maeve Hosea reports that historically global brands have benefited from smart strategies where a focus on the core customer and on creating a unique customer service experience has proved paramount to surviving tough times. Read more about these tried and tested smart strategies.

 

Creating a Customer Service Culture - 8 Key Tips

For many organisations creating a consistent customer service culture throughout all areas of the business can be challenging. Delivering great customer service does not just stop at the gateway of the Customer Service Department. It should be living and breathing throughout all areas of an organisation. Senior management, the marketing department, HR and all front-line staff have a role to play in creating a customer service culture that they're proud of.To support your organisation to embed service excellence, click here for 8 Key Tips.

"We want to achieve excellence in all areas which is why we have sought accreditation to external quality standards which cover the breadth of our operation"

Award Winning Liverpool Direct is the public-private partnership between BT and Liverpool City Council. The Customer First Standard was achieved in all business areas inlcuding Benefits, Revenues, One Stop Shops, Contact Centre, ICT, Learning and Development, HR&P and Web Services. Chief Executive, David McElhinney said, "This is a fantastic achievement for the business and just recognition of the hard work and dedication of Liverpool Direct's staff who truly put the customer at the heart of everything they do."
Read more

"Great customer service is part of what we do - we now have official recognition for our efforts" 

As news of the turmoil in the global markets dominates our headlines, one financial institution, Skipton Building Society has continued to prove its success through their reaccrediation against the Customer First Standard. The Building Society is demonstrating that throughout these market ups and downs they are focused on smart strategies that put their customers first and keep their staff motivated. Nigel Firth, Head of Customer Service comments, "Being judged by an external specialist and re-awarded Customer First status for the second time has motivated staff and heightened their self esteem, enhancing their pride in all that they do."
Read more

"As part of a major global business, we have to secure crucial competitive edge - 'Delighted Customers.'"

Daimler Insurance Services, an established and respected name for delivering quality insurance services to tens of thousands of drivers of Merceded-Benz, Chrysler and Jeep achieved Customer First in June 2008. Steve Carter, Group Insurance Compliance Director comments, "Our key to success is always having an eye on our markets. We must focus strongly on the needs of the customer and as part of a major global company we must maintain a great reputation with our customers."
Read more

© Customer First UK 2008.

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