Creating a sustainable future: The relationship economy
Customer expectations are certainly continuing to rise and their needs are evolving more rapidly, with convenience, ease of doing business and speed seen as particularly important.
How do you make sure customer service helps your business?
With UK Customer Satisfaction at it's lowest point since 2011 what can you do to make sure customer service helps your business to succeed?
What is Customer Service?
Simply put, customer service is the sum total of what an organisation does to meet customer expectations and achieve customer satisfaction.
How to implement efficient complaint handling?
Institute of Customer Service response to the Public Administration Select Committee 'More complaints please!' report
Budget 2014: Focus on customer service is central to business competitiveness and growth
The Chancellor George Osborne delivered his Budget Statement to Parliament this week and announced a number of measures to boost business and economic growth.
Legislation and customer service
Legislation can help protect customers, but excellent customer service requires sustained focus from organisations
The 2014 Annual Conference from the Institute of Customer Service
The Institute of Customer Service Annual Conference has become a key fixture for all those wishing to gain insight and knowledge about customer service innovations and best practice.
Giving evidence on complaint handling: Public Administration Select Committee
A review and summary of evidence given by CEO Jo Causon as a member of the expert witness panel investigating complaints with the Public Administration Select Committee.
Are you being engaged? (2014)
Employee engagement and its influence on customer satisfaction and buying behaviour
Meeting the cost of social care: the role of customer service standards in promoting quality and value for money
Much of the debate following the budget has focused on whether the government has struck the right balance between stimulating growth and controlling the deficit, which is critical given the challenging times in which we live.