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Richmond Events Business Panel Report - Customer Service


Headline findings include:

  • 29% of organizations have a dedicated customer services manager / director ultimately responsible for their customer service.  15% of organizations leave customer service in the hands of the sales director whilst 13% do likewise in the hands of the operations director
  • 39% of the panel have seen an increase in their customer services budget over the last 12 months, with only 9% seeing a decrease.  19% of organizations don’t have a specific customer services budget.
  • 89% of organizations measure customer satisfaction levels, 59% on an on-going basis and 30% occasionally.
  • 20% of organizations say they achieve continuously excellent customer satisfaction levels whilst further 53% say they are, on the whole, good.  Only 4% admit there’s room for improvement.
  • Only 1 in three organizations say their customer satisfaction research is central to their on-going strategy, though a further 40% say some changes are implemented depending on the results.  Almost 1 in five organizations admit to there being a gap between the research and acting upon it.
  • ¼ of the panel say their organization gives customer service training the highest importance, whilst a further 46% say they give it ‘reasonable’ importance.
  • Almost ½ the panel admit that whilst social media currently plays a limited part in the whole customer service mix, it is becoming more important.  13% say it’s currently central to it, though this figure is likely to increase.
  • Given a list of options, the panel rate their organizations’ performance highest in terms of dealing with product / service information queries and reputation management. 
  • The most important area to an organization in terms of their customer service offering is handling complaints quickly and efficiently.
  • Over ½ the panel claim they give their customer service staff as much decision making responsibility as possible, whilst 34% say their organizations offer a genuine career structure with recognised promotion opportunities.
  • The 3 areas that are seen as the most important qualities looked for in a customer services employee are a strong work ethic, a team player and product & service knowledge. 
For full report http://revents.info/l/6qD

In TurnbullRipley's words


Mark-Turnbull.jpgOver the years, Turnbull Ripley has attended various forums organised by Richmond Events. 2014 was the first year they attended The Communication Directors' Forum - Mark Turnbull, Managing Director tells us about  how they got on...

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The delegate experience - feedback from Richard Baker, Carlsberg


Richard-Baker.jpgRichard Baker, Senior Internal Communications Manager for Carlsberg UK was a delegate on board the 2014 Communication Directors' Forum. Here he tells us about his experience...

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The Marketing Forum | Post Event Review


From 8th-11th October, over 250 senior marketers, agencies and industry experts joined together on board the Aurora to debate hot issues of the day, forge new partnerships and develop personal networks.

Over the course of 2 days and 3 nights they participated in 2,561 meetings, attended numerous conference sessions and developed both their personal and business knowledge.

The Marketing Forum 2014 - key facts

Here is an overview of who attended the 22nd annual Marketing Forum.

  • Organisations' average annual turnover- £790m
  • Average number of employees- 17,304
  • Average organisations' marketing budget - £65m
  • Average personal marketing budget - £8.3m
  • Average number of employees working in marketing function - 126 
- Top areas of responsibility for discussions at the event.
  • Multi-channel content strategy
  • Digital content strategy
  • Customer engagement
  • Brand strategy
  • Brand communications
  • Comms strategy
  • Brand development
You can download the full event review here -

http://revents.info/l/5Fq

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drp's Callum Gill on The Communication Directors' Forum...


DRP-LOGO-(1).jpgdrp have been a longstanding supporter of The Communication Directors' Forum. Here, marketing manager, Callum Gill tells us why the event works so well for them...

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