A New Era for Imparta

A New Era for Imparta

This year marks our 20th anniversary. To highlight our continued growth and success, we have launched a new website. We have also taken this opportunity to extend, refine and improve the services we offer to our clients. This progression...

How Are You Delivering Complaints Justice?

How Are You Delivering Complaints Justice?

Our most recent customer research and insight shows that organisations need to rethink conventional approaches to handling complaints. Businesses are driving customers down a complaints route even when it’s a service conversation they want – over 50% of customers don’t want...

Six Complaints Barriers: <br>What Do the Experts Say?

Six Complaints Barriers:
What Do the Experts Say?

There is an ongoing gap between what customers say they want and the experience many organisations actually deliver. Imparta gathered together a group of senior customer experience professionals to discuss why. According to Imparta’s UK consumer panel, less than 1...

Collections Without <br>Conflict

Collections Without
Conflict

There are two assumptions often made by debt collectors: The debtor is trying to avoid paying where possible. The more pressure applied to a customer, the faster the debt will be repaid. These two principles are at odds with everything else customer-centric...

After the Event: A Snapshot of Our Complaints Insight

After the Event: A Snapshot of Our Complaints Insight

Less than 1 in 4 consumers say that the complaints they made to large organisations last year were resolved satisfactorily. We spent much of the first half of 2016 focusing on the challenges businesses face when handling customer dissatisfaction, and...

Conversation or Complaint

Conversation or Complaint

Who decides? Reflecting on the event

The striking backdrop of the Soho Hotel, with its wild bright red and cow print screening room, was the perfect location for our complaints insight event. Nigel Webb, Chief Product Officer, delivered a thought provoking session about how customer dissatisfaction...

You May Be Digital – I Am Still Human

You May Be Digital – I Am Still Human

There is no doubt that contacting the organisations we do business with has become considerably easier since the birth of the contact centre and the explosion of digital channels and self-service platforms. But does this ease of access actually...

Dear Digital, meet Analogue

Dear Digital, meet Analogue

Our online and offline experiences have officially merged. Amazon, that bastion of online sales and service, now has its own bookshop made from bricks and glass instead of the usual 1s and 0s. The message is pretty clear. Humans still...

Can We Handle the Truth?

Can We Handle the Truth?

Jack Nicholson as Col Jessep famously said, ‘You can’t handle the truth!’ (A Few Good Men, 1992) and maybe he had a point – well that certainly seems to be what many companies think when they position and market...

Complaint Conversations

Complaint Conversations

Are You Delivering the Justice the Customer Is Looking For?

We know what is going through your mind when you read that heading: ‘Justice – what has that got to do with complaints, and isn’t that a serious word to be using for a simple service conversation?’ Over the last...

Why Do Companies Turn Service Conversations into Complaints?

Why Do Companies Turn Service Conversations into Complaints?

Why does a simple service conversation about something that went wrong get turned into a formal complaint? As a customer, you may have felt forced into speaking to a specialist complaint handler because nobody else had the skills and...

Complaint OR Conversation?

Complaint OR Conversation?

Do you use the term ‘complaint’ when you make contact with a company after receiving a product or service that you find unsatisfactory? For many of us, as customers, we don’t define this as a complaint – we just...

Behavioural Economics in the Call Centre

Behavioural Economics in the Call Centre

To BE or not to BE?

Behavioural economics, or BE, can transform how customers make economic and personal choices about an organisation’s services. In particular, it challenges the view that people make decisions rationally. One of the hottest topics in business leadership today, it combines economics...