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13th May 2008

Product Recall specialists Navigator Customer Management today released a new report entitled Recall - The Rising Risk: A study of product recall trends in the UK (a copy of which is available here).

The report not only revealed the rising level of product recalls in the UK (up 35% between 2006 and 2007), but also the ways that companies can adapt to cope with these increases.

The report found that many businesses did not have contingency plans in place for their contact centres in case of a product recall. Brands have found, in recall crises, that simply to rely on existing careline facilities is quite inadequate, especially in the light of previous research which shows that day-to-day contact and careline standards amongst various brand categories show wide variations.

In contrast, those who have invested in such emergency contact centre facilities have already experienced how a well handled product recall period can elicit compliments and expressions of loyalty from satisfied customers.

The extensive coverage of product recalls in the last few years has shown that they are a matter of considerable public concern and an area of real brand risk. And no worse impression is created, nor brand damage done, than in the situation where a company is uncontactable or unhelpful just when consumer concerns have been escalated by a product recall.

As a result of this risk, and as a part of its commitment to promoting excellence in customer relationship management, Navigator Customer Management has decided to publish the results of its latest findings.

For further information please contact:

John Sweeney
Sales Director
Navigator Customer Management
j.sweeney@navigatorcm.com
Tel: (0) 208 288 2004

Press Enquiries:

Duncan Mayall
Lindsell Marketing
duncan@lindsellmarketing.com
Tel: (0)20 7087 8052

About Navigator Customer Management:

Navigator Customer Management is a relationship marketing agency providing a full range of interactive customer service solutions across key channels - voice, mail, internet, live, email and text. Founded in 1991, Navigator completed a management buyout in 2007 from MoonRiver Group moving the company into a new phase as a successful independent and one of the fastest growing contact centre organisations within the UK. Navigator’s objective is to help clients understand the reality of customer relationships and to build strategies that retain premium customers and increase their value.

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