Forget the GDPR, worry about PECR! What you really need to get right to avoid fines
This month’s headlines:
•Our research shows that 2 years on, it wasn’t the GDPR we should have been worried about, but PECR!
•Lloyds fined £64m by the FCA for not managing mortgage collections processes properly and fairly
•The Competition & Markets Authority tries to head off (another) digital advertising near-monopoly
•Ofcom advises consumers to avoid the Test & Trace scammers (who may be up & running before the government is) – and gives Vodafone some good news
•Energy suppliers can re-start debt collecting after a Covid pause – but to be nice, say Ofgem
•£1m fine for rip-off customer service number ‘look up’ sites
•Still not sure what you need to have in place for home-working? Here’s an article we wrote for the CCMA that should help
Download it here:
There’s no doubt that ‘gig CX’ is attracting a lot of attention (like home-working used to until one day in early April when most people woke up to find out that they were doing it!)
The Report makes for interesting reading. It shows that ‘gig CX’ is being used by mainstream brands like National Express, Sage & Unilever. And it also describes the range of activities that ‘gig CX’ encompasses, from brand enthusiast crowd-sourced communities to far more transactional home-based, paid-by-the-query models.
The potential impact of the former can be massive. I’m a GiffGaff customer and customer service is almost wholly delivered by mobile telephony obsessives, happily and for for free. A win-win-win for customers, community members and brands.
However, the home based transactional model has potential reputational dangers for brands. ‘Gig working’ might mean freedom and flexibility to some, but is redolent of exploitation and financial insecurity to others.
There is a great onus on employing brands and service providers to be confident they are recruiting the empowered and not the insecure.
The subscription (or membership) economy continues to thrive through #Covid19, according to research from Zuora in this report.
Although there is – unsurprisingly – contraction in subscription volumes in some sectors such as travel, 85% of subscription bases continue to grow. 20% of them at a quicker rate than pre-Covid (and that growth can’t all be down to Netflix and Zoom).
This shows that the shift to a rent-not-own consumption model is resilient, but as the report explains that is increasingly reliant on flexible, responsive pricing and service models.
The subscription economy is dependent on genuine, data-driven #customerengagement
Tweets, Leaks, Tetris & Fines… who said compliance is boring? Read On!
This month’s headlines:
•How failing to respect Covid-19 social distancing rules can cost you your reputation and maybe your business
•EasyJet faces £18bn bill for data breach (claim giddy ‘no win, no fee lawyers)
•eCommerce firms cut more slack as Strong Customer Authentication payment rules are delayed (again)
•Big drop in nuisance calls, says Ofcom research
•Vodafone generate twice the broadband industry average level of customer complaints, EE & Sky less than half
•Lord Sugar’s cheeky advertising tweet turns sour
•Travel and flight refund disputes drive surge in consumers’ C19 complaints
•CMA blocks merger to ensure creps* price competition
•Scam tech support firm fined £500,000 for illegally calling consumers
*me neither, but I looked it up
Download it here:
The thing is, HSBC, that even in these trying times I haven’t yet sunk to recommending banks’ chat services to my friends and family. Has anyone ever done that?
Surely this isn’t what Fred Reichheld & Satmetrix had in mind?
Omnichannel retailers are outperforming their ‘pure play’ eCommerce rivals fourfold in online sales growth.
Ascensos‘ William Carson highlighted this is an article for The Retail Bulletin drawing on IMRG research into April’s UK online sales figures.
William’s article (https://lnkd.in/dqFNNX4) explores just why this might be, but it points to the vital contributions experience and relationship make to driving online revenues.
Worrying research from Moneypenny shows that 43% of people newly working from home due to Covid-19 are exhibiting unhappiness and stress:
“…37% claiming they are starting to feel the strain and a further 6% already struggling”
Again, this shows that the #technology challenge has been met, but people and process need urgent attention
Here’s an article we’ve written for the Call Centre Management Association looking at contact centre homeworking, in which we take a whistle-stop tour what to focus on in fraud, card payments, data protection, health & safety, commercial insurance, marketing, outsourcing and staff well-being
Fair play to Ryanair for not immediately queuing up for a state bail-out, but hearing this morning that they have 25 million cash refund requests which will take 6 MONTHS to clear, I can only assume the staff working on that task at home are revelling under a relaxed management regime “relax, lads – there’s no rush!”