Convergys is a global leader in the provision of integrated customer management, business support systems (BSS) and HR services. We have unrivalled knowledge and over 20 years’ operational experience gained from working with leading companies in more than 70 countries.

By combining this expertise and support from over 65,000 employees worldwide, Convergys delivers tailored solutions that flexibly combine outsourced, licensed, and software services, coupled with a wide range of professional and consulting services. These solutions enable clients across many different industries to innovate around services, optimise the customer experience, minimise costs and drive revenues.

Further information is available at: www.convergys.com

Confirmit provides software that enables organisations to conduct Customer Feedback, Employee Feedback, and Market Research programmes.

Launched in 2009, Confirmit's Contact Centre solution allows businesses to deploy tailored surveys that gather customer feedback through any channel, including Web and IVR immediately after a customer uses the contact centre. Contact Centre managers can access that feedback in real time while live exception handling for significant issues builds a framework for resolution. Customised reports, delivered to key stakeholders allow a big picture approach to providing outstanding customer experiences.

Our customers are primarily Global 5000 companies and Market Research agencies worldwide, who use our wide range of products for feedback/data collection, panel management, data processing, analysis, and reporting. The 2007 merger of Confirmit and Pulse Train allowed Confirmit to evolve its product portfolio and offer a range of best-of-breed solutions.

Confirmit is the world’s leading SaaS software vendor for Customer Feedback, Employee Feedback, and Market Research applications. The company has offices in Oslo (headquarters), Guildford, London, Moscow, New York, San Francisco, and Yaroslavl. Confirmit's software is also distributed through partner resellers in Barcelona, Kuwait City, Madrid, Milan, Santiago, Sydney, and Tokyo.

Delivering EMPATHY is about the ability to understand both the emotional and physical drivers behind a customer’s needs and then react appropriately to those needs.

Harding & Yorke’s passion is to enable clients to create organisations focussed on delivering not just great, but truly differentiated customer experiences.

Our underlying philosophy is to inspire and motivate individuals and businesses to achieve excellence in a sustainable and profitable way.

We do this whilst balancing the needs of all our stakeholders, including our families, so that each will instinctively know that we are working in their best interests.

Reasons to work with Harding & Yorke
Since 1994, Harding & Yorke have been world leaders in the design and implementation of measures that capture the essence of Empathy in corporate and public sector environments.
You can be assured that you’re working with Industry Leaders with a wide range of experience of working with some of the world’s most inspiring companies and individuals and methodologies academically proven to be 98.9% reliable.

The Empathy Academy was launched in 2002 to support clients who are truly committed to improving their customers’ experiences.

Led by Nickie Hawton, The Empathy Academy team are quickly able to understand why your customers’ experiences are the way they are and to design engagements and transfer the skills you need in order to make, and sustain, significant improvements.

In 2004, The Empathy Rating Index Company (ERIC) was founded. Benchmarking over 200 companies from 12 different industries, ERIC quickly became the largest and most influential benchmark within the Contact Centre industry in the UK.

After three years, 4.5 million data points and the analysis of over 100,000 interactions, we shared our findings with Dr. Yuksel Ekinci and Professor Merlin Stone.

They were able to confirm that ERIC™ was the world’s first service metric to correlate directly with Profit (as measured by ROCE). Predictive modelling suggests a 16.4% improvement in ROCE for every 1 point increase in Harding & Yorke’s empathy scale.

Each and every initiative you launch should play a role in improving your relationship with your customers and, ideally, improve your profitability. By adopting the ERIC™ methodology you can easily identify the areas which, when addressed, will have the biggest impact on your customers, engage your people and, most importantly, monitor progress, sustainability and profitability.
Key Harding & Yorke Messages

• Direct and proven Correlation with ROCE, OPEX, Brand Equity and future Corporate Value
• Proposition appeals to highest Execs, but is practical and supportable throughout organisations
• Empathy is evidence based measurement for all offline and online channels providing clear recommendations for action
• Supported by full range of synergistic services and technology businesses
• Enables built-in measurement and proof of progress

We bring together years of practical Contact Centre, Sales, Service and Management experience, both operationally and from a people management perspective. From Talent Development and Succession Planning through to Transformational Leadership Development, we have a specialist pool of consultants with the credentials to provide People Development and Operational Consultancy to a wide range of clients across the UK, Europe and Globally.

Power Train leads the way in delivering dynamic customer service performance programmes for frontline staff and their managers. Forget role-plays and training rooms. This is high impact and challenging. It’s relevant and insightful. Above all, it’s proven to deliver results that stick.

Its programmes have achieved across-the-board success for market leading organisations such as Aviva Health, Virgin Atlantic, Mercedes-Benz, Visa Europe, British Gas and Virgin Trains.

In difficult times, it’s essential to hold on to what you’ve got and make your customer service perform. Valuable customers need to be retained, as does the best talent. The highest standards of service drive up sales. Fewer customer complaints lead to more customer referrals. And all of this results in increased revenue, higher market share and most importantly, a healthier bottom line.

Power Train programmes rise to the challenge by combining the unique concepts of Total Reality®, ActNatural® and Emotional Impact to meet each client’s key performance indicators, for example:

• Customer Satisfaction Index scores
• Net Promoter scores
• Customer retention rates
• Call resolution rates
• Staff turnover and stability levels
• Absenteeism rates

Power Training does much more than increase knowledge and skills – it changes behaviour.

“Helping you grow your business and unlock your people potential!”

Pti can help you drive your sales, grow your business and unlock your people potential...fast!

Whether it’s consultancy expertise with a difference, a bespoke training programme, a seminar on a specific subject, one of the Pti Academies or a speaker / facilitator for your next event, all of our products & services are designed to give you, your people and your business the winning edge. At Pti Worldwide we actually believe that the best results come from genuine teamwork, mutual respect and shared values.

Our passion…growing businesses and unlocking people potential!

ResponseTek provides on-demand customer experience management (CEM) software and solutions to help companies continually improve the quality and consistency of the delivered customer experience.

ResponseTek was founded in 1999 to provide companies critical information for running their businesses – the voice of their customers. ResponseTek has subsequently become the leading global provider of Customer Experience Management (CEM) software solutions, working for some of the world’s leading brands, including HSBC, Aon Corporation, Barclays Stockbrokers, and lastminute.com.

ResponseTek:CEM has been designed to measure and report on customer experiences, capturing insights on customer experiences when and where they occur, and delivering them continuously and in real-time. The goal? To improve customer experiences, and improve your business.

Satmetrix is the co-developer of Net Promoter which is proven by leading companies to be a key loyalty metric to drive financial growth. Net Promoter has gained rapid adoption among business leaders due to its ease of adoption and transformational benefits. Satmetrix clients include Virgin Media, Aggreko, Orange Business Services, Symantec, Experian, etc.

Net Promoter is more than a score, it’s an organisational discipline that transforms your business around the customer. Whether you choose to use the Net Promoter Score (NPS) by itself or with other loyalty measures, our operational approach will allow you to evaluate the customer experience at key areas of your organisation; measure the loyalty of your customers, partners and employees; identify performance gaps, and continue to engage with your customers through online communities.

Satmetrix executives Richard Owen and Dr Laura Brooks have recently published Answering the Ultimate Question, a follow-on to Fred Reichheld’s international best-seller. The book builds on the link between Net Promoter Scores and business growth and profitability. Combined with an operational discipline to increase Promoters and reduce Detractors, Net Promoter represents a potential win-win for businesses and their customers. Drawing on illustrative case-study findings from the more than 80 companies, this book is designed to help apply Net Promoter correctly, and foster growth and profitability in any organisation.

The reputation of a company, its relationship with its customers and, ultimately its performance and profitability depend on customer perceptions.  These are influenced as much - if not more - by customer care as they are by sales and marketing.  The secret of success lies in closing the gap between what companies promise and what customers feel they actually deliver.  The integration of image and brand values with operational reality is at the heart of both personal and business success.  In this session, you will learn the powerful roles that language and psycho-linguistics play in promoting better corporate communications and boosting your bottom line.

Psycho-Linguistics is at the cutting edge of corporate communication. It’s guaranteed to boost your bottom line.

When a single word is sometimes enough to make or break the reputation of a company, it is chilling to think that many staff with little innate skill and limited professional know-how are responsible for day-to-day corporate communication.

Witness Mr Gerald Ratner’s flippant remark that he sold ‘total crap’ revealed an underlying contempt for customers who spent hard earned money on second rate crystal decanters and jewellery.  (He recently revealed those two words cost the business £110 million.)  The Chairman of Barclays Bank, Mr Matt Barrett, made an equally arrogant and insensitive remark to a Government Select Committee when he said the public had to be either ‘stupid or desperate’ to use a credit card.  The bank survived, the jewellery business didn’t.    

In today’s sophisticated market, with ever increasing customer expectations and a strong compensation culture, ineptitude on this scale can be suicidal. 

Language is a powerful business tool and Psycho-Linguistics is at the cutting edge. To date it has delivered:

• 140% improvement in corporate image
• 50% reduction in repeat letters
• 49% drop in compensation payouts.

Vovici helps companies like Oracle, Epson, Financial Times, Honda, and Coca-Cola engage their customers and increase customer loyalty through innovative Voice of the Customer technology solutions. Our survey, panel management, and community solutions help organizations turn feedback into action by integrating customer and employee opinions into a company’s strategic direction so that it can innovate and deliver the solutions that are in demand. Organizations worldwide, including more than half of the Global 500, rely on Vovici for Enterprise Feedback Management. Visit www.vovici.com for more information.

MyCustomer.com is the leading online community for CRM professionals in the UK, serving over 70,000 members with a wealth of breaking news, features, research and analysis, and forums; covering key topics including: Customer Intelligence; Customer communication; and Customer service and experience.
Visit us at www.mycustomer.com
 

Stakeholder Satisfaction is the magazine for people who want their organisation to deliver results to employees, customers and any other stakeholders as part of a coherent strategy to create value for shareholders. We publish serious articles designed to inform, stimulate, debate and sometimes to provoke. 

Recent issues have included articles on topics such as customer satisfaction and loyalty, customer experience, customer lifetime value, service-profit chain, balanced scorecard, the UKCSI, consistency in service delivery and complaints management.

People focused articles have included employee engagement, employee surveys, rewarding contribution, emotional intelligence and empowerment as well as articles on wider stakeholder groups.

Free subscription available on the magazine website (UK only)
 

The Leadership Factor is the UK’s leading customer survey specialist. We conduct over 500 surveys a year to help organisations improve their customers’ experience, satisfaction and loyalty. Clients from all sectors including VW, Visa, Rolls Royce, Manchester United and more.

Inspiring people … to stimulate results

Grass Roots is the UK’s leading performance improvement company delivering solutions that influence the attitude and behaviours of your employees, customers and channel partners. Our expertise focuses on four core disciplines – Communication, Education, Measurement and Reward.

We have proven learning solutions to meet our client’s objectives – examples of which are as follows:

Improving employee recruitment, engagement and retention

• Motivating staff to deliver discretionary effort
• Achieving or maintaining Sunday Times Best 100 status
• Differentiating the customer experience through people
• Enhancing customer satisfaction, loyalty and retention
• Achieving consistent sales and service performance
• Embedding business practices and processes