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© 2009 HARDING & YORKE 13 HOME INSURANCE NOVEMBER 2008 ING Direct0800 328 8830Recorded message: option 3: music: recorded message: agent CIS08457 464 646Message: option 2: option 4: message: agent Britannia0845 120 3660Message: option 1: message: agent Sainsbury's0500 301 030Option 1 Churchill0800 200 326Message: option 3: option 3: option 1: message: agent Abbey0800 670 680Message: option 01: message: agent Lloyds TSB0800 015 9960Message: option 1: option 2 ( avoid survey): agent Direct Line0845 246 8000Message: option 3: option 01: message: agent Nationwide0800 30 20 10Say ' Home insurance': say ' No' Tesco0845 300 6600Option 3: option 1: agent HBOS0845 600 6001Message: option 3: music: message: agent Norwich Union0800 068 3662Hold: option 2: option 4: agent MORE TH> N0800 294 1868Option 02 Esure0845 601 7074Message: option 2: option 2: option 1: message: agent LOANS NOVEMBER 2008 Marks & Spencer0800 363 400Option 1 Britannia0800 096 0413Message: straight through AA0800 015 2848Message: option 1: message: agent Co- operative Bank0845 7 212 212Press # Asda0800 915 2260Message: Agent Sainsbury's Bank0845 606 1690Message: Agent Tesco0845 303 00 34Straight through Alliance & Leicester0800 015 1720Message: ignore option and hold: message: option 1: message: hold: message: message: agent HSBC0800 130 130Straight to agent Nationwide0800 30 20 10Message: say ' Loans', ' Personal loans', ' New loans': agent Abbey0800 670 660Option 3: message: agent first direct0800 24 24 24Straight through RBS0800 121 121Message: agent Halifax0845 7 24 34 44Option 2: option 1 Barclays0800 716 598Message: option 1 CREDIT CARDS SEPTEMBER 2008 The Co- operative Bank0845 600 6000Message: Ignore request for a/ c number then # to speak to an advisor Lloyds TSB0800 056 0100Straight through Tesco0800 406 050straight through ( asked for name) Virgin Money0800 096 9939Message: hold for agent MBNA0800 776262Message: hold: advisor HSBC0800 130 130Message then straight through American Express01273 696933Message: ignore request: press 0 Nationwide0800 30 20 10Message: say ' Credit cards': say ' new': advisor NatWest0800 444 252Message then straight through Halifax - HBOS08457 28 38 48Message: option 2: option 1: message: advisor Marks & Spencer - & More0800 997 996Message: option 1: option 2: music: agent Sainsbury's Bank0800 0321 365Message: option 1: agent Egg08451 233 233Message: say ' Egg card': ignore all requests: wait Capital One0800 952 5452Message: option 1: 2- 3 minute message: agent The Royal Bank of Scotland0800 16 16 16Message: option 1: agent Barclaycard0800 731 0200Hold for new applications department TELEPHONE BANKING SEPTEMBER 2008 First Direct0800 24 24 24Straight through Alliance and Leicester0500 95 95 95Ignore options: message: agent Halifax08457 20 30 40Option 4: option 5 The Co- operative Bank08457 212 212Ignore request for a/ c number, just press # Lloyds TSB0845 3 000 000Say ' No' then ' Yes': intermediary taking basic details then agent Nationwide0800 30 20 10Say ' Current account' Barclays0500 007 234Option 4: agent RBS0808 100 0808Straight through HSBC0800 130 130Straight through Citibank0800 00 88 00Message: advisor NatWest08457 888 444Option 2: transferred to intermediary: agent Yorkshire Bank0800 202122Option 2: agent Abbey0845 765 4321Option 4: message: agent CATALOGUE CLOTHING JUN 2008 Additions Direct0870 413 5000/ 08448 220 099Message - ignore prompts and hold Boden0845 677 5000Straight to agent Fat Face0870 6000 090Straight to Agent Freemans0871 987 0444Ignore options Grattan0844 556 5566Message - press 1 - agent Hawkshead0870 830 6007Straight through JD Williams0870 160 6100Message - 3 to 6 rings - ignore input customer number - advsisor Joe Browns0113 234 6070Straight to agent Kays LS/ Choice For You/ GU Essentials08448 111 800Option 2 ( anything else), Option 4 ( anything else) La Redoute0870 0500 455Say ' new customer' Say ' enquiry' Lands' End0800 376 7974Straight to agent LX Direct ( Littlewoods) 08448 222 321Say ' no'; ' help me with something else; ' new customer' Marks & Spencer0845 609 0200Option 4 - other enquiries Marshall Ward0844 811 8112Option 2 ( anything else), option 4 ( anything else) Next Directory0845 600 7000Straight through HEALTH INS SEP 2008 AXA PPP0800 121 345Straight through BUPA0800 600 500Option 1: intermediary: agent HSA0800 085 4321Straight Through Norwich Union0800 424 242Detailed message then straight through Pruhealth0800 092 6666Message: option 1: agent Standard Life0800 77 99 55Message then straight through Tesco0800 0121 880Message then agent WPA Direct0800 7833 783Recorded message then straight through

YOUR EMPATHY PROPHET T - ISSUE 3/ FEBRUARY 2009 Many of the organisations I have been talking to over the last few months will be focusing on OPEX ( Operational Expenditure) efficiencies, rather than CAPEX ( Capital Expenditure) programmes during Q1/ 2 of 2009. People, Process & Technology programmes will be reviewed for opportunities to impact OPEX for cost efficiencies and to drive revenue improvement. In this article I want to focus on the issues and concerns these discussions raise about the ' People' part of the OPEX equation and discuss the impact of Empathy on HR. My team are currently working with leading suppliers of technology like Cisco, Verint, SAP and others to look at the process & technology impacts of change on OPEX and these subjects will be discussed in due course. The link between the ERIC measures and bottom- line results has been well documented and still represents the only measure of its type in the world to show an academically proven correlation with profit. However, whilst this is still a highly influential and relevant finding, major concerns exist about the current economic conditions and the appetite for significant CAPEX Programmes during the next 6 months +. Whilst Harding & Yorke initiatives rarely require any significant CAPEX, they can also be proven to generate positive impact on OPEX and revenues. Therefore it makes sense to look in more detail at those areas of expenditure where an empathetic culture or interaction will have a positive effect in terms of efficiency or will allow a reduction in expenditure in line with many organisations' current needs. The tools we use to measure Empathy are easy to deploy and provide the only academically proven way to measure the Customer Experience and its financial impacts. The HR ( people) element of OPEX is a key lever that can be used during the current economic conditions to deliver change. Currently, with unemployment rising and major brands disappearing 14ACADEMIA USING ERIC TO INFLUENCE HR ELEMENTS OF OPEX Many organisations will be focusing on Operational Expenditure efficiencies, rather than Capital Expenditure during 2009. This is the first section of a longer article written by Jamie Lywood, focussing on the people element of the OPEX equation and discussing the impact of Empathy on HR. Please see the enclosed white paper for the full analysis and explanation of these four categories. JAMIE LYWOOD, CHAIRMAN OF HARDING & YORKE Throughout his career Jamie Lywood has displayed one very obvious and distinctive desire - that is to search out alternative solutions to age old problems. In 1994 he joined Harding & Yorke - then a fledgling company thinking that many current measures adopted by businesses were at best irrelevant and at worst irresponsible. Over the next decade, as Managing Director of the business, he has launched new initiatives for Harding & Yorke including consultancy and benchmarking services - all dealing with the measurement and development of Empathy in the corporate environment. In 2008 Jamie was appointed Chairman and CEO of the business.