18 February 2008
EXTRACTS
Making customers feel valued is one of the best tactics in the battle for our business. Whether it’s loyalty cards or freebies for signing up a friend, companies have all sorts of ways of grabbing your attention.
Charles Francis has been a member of Shell Driver’s Club for many years. He’s managed to accumulate 53,000 points on his loyalty card, the equivalent of £265 in Argos vouchers. Despite contacting Shell in June 2007 to redeem his vouchers, Charles has never received them.
Shell says: “We were already dealing with Mr Francis’ case before Watchdog contacted us. He has received his rewards and an apology. If any of our customers have concerns, they can contact us at: [email protected]”
http://www.bbc.co.uk/consumer/tv_and_radio/watchdog/reports/insurance_and_finance/insurance_20080218.shtml
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