Issue 9 | April 2007

Dear

Welcome
The prospect of Spring always seems to herald new beginnings and this Customer First newsletter is no exception. Over the past few months, we have listened to our customers, and have revamped our website and marketing literature which truly puts our customers at the heart of our message as we share their positive experiences and journey to achieving the Customer First Standard.

In this issue we not only bring you success stories about organisations leading the way in their sectors, including BRAVE Enterprise Agency and an intriguing story about how one of our largest customers based in North Yorkshire helped one of our most recent achievers based in Surrey start their enterprise several years ago, we also share with you the progress of our partner organisations, SFEDI and the LSC, in relaunching their own national standards.

Enjoy!
Keith Ramsay, Chief Executive, Customer First UK

New Look for Customer First

New Look for Customer First

We're proud to launch a new look for Customer First UK which puts our customers at the heart of our message. The new literature and website promotes a brand which is associated with business performance and supports organisations to build a reputation for customer service excellence. The new look supports the repositioning of Putting the Customer First® as the National Standard for Customer Service. Read more.

Raising Customer Service Standards

SFEDI and Customer First UK ‘Raise the Standard

SFEDI and Customer First UK 'Raise the Standard'

SFEDI, the UK standards setting and endorsement body, for learning, skills and business support to small and home business owners, announces an influential new strategic partnership. The partnership has implications and opportunities for all business support organisations throughout the UK. Read More.

New Standard for Employer Responsiveness and Vocational Excellence

New Standard for Employer Responsiveness and Vocational Excellence

In order to increase employer investment in workforce development, the Learning and Skills Council (LSC) has developed a new quality standard for Further Education providers. Read More.

Customer Priorities: what customers really want

Customer Priorities: what customers really want

In an Institute of Customer Service (ICS) report focusing on what customers really want titled ‘Customer Priorities’ it was found that in over 200,000 customer interviews the top ten priorities in determining overall satisfaction were around the customer’s experience rather than the service/ product itself. To find out about what matters the most to customers, click here.

Lyons Inquiry calls for Local Authorities to engage more effectively with local people

Lyons Inquiry calls for Local Authorities to 'engage more effectively with local people'

Sir Michael Lyons has published the much anticipated final report into the future role of local government concluding that it is “crucial to help improve satisfaction and prosperity through greater local choice and flexibility.” Read more about how Local Authorities can use the Customer First Standard as a practical approach to engage more effectively with local people. Read more.

Is the Customer First Standard for you?

Is Putting the Customer First ® for you?

  • Yes, if your organisation wants to increase customer satisfaction levels
  • Yes, if you want to retain your existing customers
  • Yes, if you want to differentiate your brand in the market place by delivering customer service excellence

To find out more about the Customer First Standard click here.

Customer First UK Progress

National Roll-out

National Roll-out

As Customer First UK get in reaching distance of the 600th commitment to the Customer First Standard, Chief Executive, Keith Ramsay is delighted to announce a presence in all 4 countries of the UK. Read more.

Over 100 London Organisations celebrate their Customer First success

Over 100 London Organisations celebrate their Customer First success

In recognition of the 119 London organisations who've achieved Customer First, a celebration event was held at Shakespeare’s Globe on the South Bank on 7 March 2007. Well attended, the audience were entertained by three very different presentations from three organisations, who shared their inspirational experiences of achieving the Customer First Standard. Read more.

First Enterprise Agency in the South West sets the Standard

First Enterprise Agency in the South West to set the Standard

Bristol-based BRAVE has become the first enterprise agency in the South West to achieve the National Standard for Customer Service. BRAVE publicly pledged in March 2006 to achieve the Standard. Since then the twenty-strong team has been involved in establishing a truly customer-orientated culture, building teams within and across departments and ensuring real commitment throughout the organisation to customer service excellence. Read more about their experience...

ST*R Learning shines brighter after Putting the Customer First

ST*R Learning shines brighter after Putting the Customer First®

Putting the Customer First® was recommended to ST*R Learning by another Customer First Standard Bearer – Croydon Chamber of Commerce. Meeting up again at the recent Customer First London Celebration Event gave both the chance to share their experience and recognise the impact of the Standard on their organisation and customers. Read more about ST*R Learning’s experience...

Conferences and Events

The British Chambers of Commerce Annual Conference 2007

The British Chambers of Commerce Annual Conference 2007

This important annual business convention provides an ideal opportunity to engage with businesses of all sizes to discuss the issues that matter to British business today.
Read more.

Institute of Customer Service -Spring Conferences 2007

Institute of Customer Service - Spring Conferences 2007

Learn new strategies to help your organisation gain competitive advantage by exceeding customer service expectations and this unique opportunity to network with like-minded individuals. The ICS have delegate places available for their Edinburgh and Dublin Conferences, although Cardiff has been sold out.
Read more.

Hear about the Customer First Experience

Hear about the Customer First Experience

From those that have achieved the Customer First Standard, hear their inspirational case studies at one of the Customer First breakfast seminars across the country.
Read more.

Feedback

We are always interested in your views and feedback – so if you have any comments or queries about this e-letter, or Customer First UK, please e-mail us on enquiries@customerfirst.org or call us on 0845 226 0719

Contact Us

Customer First UK, Unit 3, Arabesque House, Monks Cross Drive, York, YO32 9GZ
i | www.customerfirst.org e | enquiries@customerfirst.org t | 0845 226 0719 f | 0845 226 0718

© Customer First UK 2007.
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