Customers are easily lost and won, influenced by their willingness to share their experiences about your company online with an ever growing audience. Today, the marketing function can no longer effectively control the brand. It is the customers' voice that is shaping the public view and perception of your organisation. Having an effective customer complaints and feedback management system is the
foundation for any company that is serious about improving customer satisfaction and business profitability. Stronger brand identity, improved customer insight, greater voice of the customer understanding, higher customer retention, improved process and staff efficiency and the avoidance of risk and penalty for non-compliance – all these are factors which can have major impacts on your bottom line. In the past 20 years, we have deployed our systems in businesses and public sector and not-for-profit organisations in more than 30 countries worldwide. Our Charter Continuum software suite has earned a reputation for quality, flexibility and ease of incorporation into existing systems. It has become the benchmark for customer feedback management software. Charter UK is also a member of the Institute of Customer Service, the Society of Consumer Affairs Professionals in Europe, the Call Centre Management Association and the Institute of Hospitality, giving us knowledge of and close contact with the individuals and organisations that affect and influence customer service around the UK and Europe. We also work closely with the Financial Services Authority, the British Bankers' Association and the British Retail Consortium, giving us sector-specific insight into the latest customer services developments.
