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As part of the events being held around the UK to mark National Complaints Day on Thursday 12th August, Foviance has organised a roundtable event to discuss the emerging impact of social media on complaints and customer service.

The roundtable brings together senior customer service managers and decision-makers from the world of finance, telecoms, regulatory bodies and travel including BT, Ministry of Justice, Society of Consumer Affairs in Europe, PayPal UK, Thomas Cook, together with Beyond Philosophy, 6Consulting and Foviance.

Some of the themes that will be discussed include:

• Social media is very open and unstructured, how are you dealing with this? What are the challenges, particularly for the more regulated industries?
• Customers are now able to complain literally at the moment when something goes wrong. What are the challenges, risks and opportunities of this with respect to your current ways of working?
• What is your company doing in terms of social media customer service? What’s working, what’s not working?
• The rise of social platforms such as Twitter, Facebook, YouTube and blogs is resulting in the general drift of the customer relationship from private to public spaces, which often have little to do with a company itself. How do you see this trend playing out? How are you developing your strategy to respond to this?
• Future trends, challenges and next steps?

The findings from the roundtable discussion will be available for download by registering on the National Complaints Day web site from 13th August and further details will be available on the Foviance website.

You can keep informed about the events from the day by following #ncd2010 via Twitter.

If you have any questions please feel free to email info@foviance.com or contact Guy Stephens on 0845 054 6500

8th April 2010, London: The Web Analytics Association, the world-wide web analytics professional and standards body, has appointed Matthew Bragg, a Key Account Director at cross-channel customer experience consultancy Foviance, to be it’s UK Country Manager. Bragg, who is well known in the UK web analytics community was offered the influential role in order to raise the profile of the WAA in the UK and to champion the benefits of web analytics to a wider community. Currently working as a Key Account Director for Foviance, Bragg assists a number of big name UK brands to maintain a consistent customer experience and get the most out of their web analytics systems. He is looking forward to the extra challenge of helping to run the WAA operation in the UK. Read more about: Web Analytics Association Appoints UK Country Manager

London, UK, 25 March 2010 – Customer Experience matters worldwide, and Foviance is extending their expertise into Asia

Foviance, a leading UK cross-channel customer experience consultancy, announces it has opened its first China office in Shanghai “Foviance Asia”.

The Shanghai office is the first international office for Foviance and represents the starting point for their international expansion plans. The company already carries out customer research in Asia for a number of global brands including Dell and Nokia from its London head quarters and believes having a physical presence will enhance their capabilities to support clients. Read more about: From East to West, customer experience is best

CA Calls for European Businesses to Wake Up to ‘Web Stress’ or Risk Losing Customers and Sales

• World’s first* neurological experiment into poor online customer experience proves existence of ‘web stress’
• Brain wave analysis indicates that consumers need to concentrate 50% more than normal when using a badly performing website
• Two most stressful points of the online sales cycle are search and checkout

* Based on extensive desk research in February 2010. Read more about: It’s Official – ‘Web Stress’ is Bad for Business

London, UK, 18 January 2010 – Foviance, the experts in multi-channel customer experience, are taking part in London’s second annual Vertical Rush in aid of housing charity Shelter. Foviance has supported Shelter for a number of years and in the spirit of keeping fit in the New Year, members of staff are preparing for the 920 step run up Tower 42 on February 25th. Read more about: Shelter’s Vertical Rush has Foviance staff running up 28 flights a day in preparation for Tower 42

London, UK, 13 January 2010 – Foviance, the experts in multi-channel customer experience, were appointed in October 2009 by lowcostholidays.com to evaluate the user experience of their website, ensuring their position as key differentiators in the Travel industry.lowcostholidays.com had conducted research with Foviance in the past and the further opportunities for improvement identified through the latest round proved the benefits of regular interactive testing for enhanced website performance. The direct influence and importance of the design recommendations made was immediately evident by measuring the impact of changes to key areas of the site. Read more about: lowcostholidays.com website conversion ratio increases 17% after implementing Foviance recommendations

In 2009, Foviance’s CEO Paul Blunden contributed to the 4th annual Customer Engagement Report along with industry experts like Jim Sterne. It is possibly the best Customer Engagement report so far produced in association with cScape and is the most influential and comprehensive report available. Read more about: Customer Engagement report

Foviance survey reveals that 44% of people don’t buy online because they want to physically see the product and asks what retailers are doing to provide a joined up experience.

London, UK, 9 December 2009 – Foviance, the expert in cross-channel customer experience, carried out a survey in the autumn of 2009 and found that 44% of people don’t buy online as they want to physically see the product. In addition, a further 18% cited the cost of delivery as a barrier to online shopping. Read more about: Foviance Whitepaper – Cross-channel customer experience