News
Interested in capturing service excellence opportunities?
April 2009
Customer Innovation Ltd are looking for an energetic and passionate sales individual to work in a generous commission based sales role, promoting and following up our customers’ needs.
Telephone based, you need to be able to engage at senior level and capture the imagination of existing and new contacts.
Having your own network is useful but not essential as you will be backed by three experienced directors with over 50 years of experience. We very much want you to work with us!
Email us in the first instance to enquiries@customer-innovation.com outlining your experience, expectations and attaching a CV and the name of at least one referee. We won’t contact your referee without obtaining prior permission from you.
CIL Newsletter
Jan 2009
We are devoting it to some significant announcements from government and regulators regarding website compliance. A dry start to the year perhaps given other challenges in the market place but a subject, I would suggest, can’t be ignored for long!
The UK Government has chosen 2009 as the year in which it will take action against ‘.gov.uk’ sites that do not meet accessibility compliance.
British Standards last month released a draft of their new standard "Web accessibility – Building accessible experiences for disabled people – Code of Practice". This needs to be addressed by anyone interested in robust corporate governance. We have reviewed the key points in an article here.
CIL Newsletter
July 2008
We've completed the successful delivery of a Customer Relations System for London Overground in record time and Arriva Cross Country's Service Quality Management mobilisation, so we would like to offer you this update on where Customer Innovation Limited is one year on.
I'm working on the Olympic Javelin project and expanding the Executive Coaching portfolio, Nick Wilson is working on developing Lingubots our Virtual Assistants for several new clients for whom we are sworn to secrecy, Andrew MacPherson has just completed the sixth Service Quality Survey for Arriva Train Wales plus a £26m PFI Accident & Emergency hospital project which he chairs.
Our Service Excellence Management System (SEMS) continues to develop and is supplying data for London Overground; National Rail Enquiries Lingubot (Lisa) continues to be expanded by our associates Virtual Zone and we were recently in Boston, USA on behalf of the Society of Consumer Affairs Professionals, working alongside some very diverse sectors apart from transportation!
Company News from Rail Technology Magazine
February 2008
"For a company that has been in existence for only a year, Customer Innovation Limited has been popping up with increasing frequency around the rail industry recently. It is probably better known through its directors, Tim Clarke, Andrew MacPherson and Nick Wilson.
"As MD for Anglia Railways and then 'one', Tim Clarke led ground breaking changes in TOC design. 'It was a challenging and exciting period of change to preside over, particularly in the context of the industry's fresh focus on the customer and service quality,' says Tim from CIL's HQ based in Suffolk.
"A fellow board member at 'one' was customer service director Andrew MacPherson, who had joined from the P&O Group, Stena Line, RFID projects in aviation and is recognised as a leading practitioner and strategist in consumer affairs.
The third part of this meeting of minds was fellow executive Nick Wilson, IT development manager from GB Rail and the public sector, who had worked with Tim and Andrew in providing the platforms for innovations in service deliver."
Read the whole article (PDF) - Download Adobe Reader
Customer Innovation Ltd back two successive bid winners!
15 July 2007
CIL, the UK based consultancy of Tim Clarke, Andrew MacPherson and Nick Wilson ex 'one' Railway, P&O and Stena Line, celebrated this month with not just one but two client bid successes.
MTR Laing was announced winners of the new London Over ground franchises. CIL director, Nick Wilson, supplied customer information, IT and station systems mobilisation designs for this major new franchise granted by Transport for London
Arriva Trains this week were announced the successful bidders for the Cross Country franchise currently held by Virgin Trains. CIL supplied the Service Quality Systems, Customer Relations organisation, communication design and the Passenger Charter, one of the first to be awarded a 'Crystal Mark' by the Campaign for Plain English.
CIL director Andrew MacPherson commented, "We congratulate our clients and are proud of these latest additions to our portfolio of successful franchise contributions".