Customer Journey Mapping: 12 May 23
In the current environment, many organisations are reviewing the journeys they take their customers on, seeing what works and what to change in order to service customers in the future.…
Supply chain issues show we need a reset of expectations
This week’s headlines have been filled with news of widespread supply shortages across UK businesses. I’m sure many of you have popped into a supermarket recently and been met with…
Breakthrough Research: The Profession of Customer Service (24 Mar 2023)
Join us at the online, member-only launch of The Institute’s latest Breakthrough Research: The Profession of Customer Service. The profession of Customer Service has evolved and expanded to include a range…
The customer experience is the conscience of an organisation
Reports this week of energy companies and the banking sector amassing large profits as the cost-of-living crisis continues for many have been met with ire from consumers and commentators alike.…
Trusted Advisory Network Meeting (7 Dec 23)
This meeting is exclusive to Trusted Advisory Network members of The Institute. Anne Stoddart, The Institute’s Commercial Director, will be hosting this 90 minute session alongside a senior colleague…
The importance of a strong emotional connection with customers
At last we might be beginning to see some light at the end of the tunnel. This week has seen some, if not positive, then at least far from disastrous…
Moral leadership from the top for our Service Nation
I think it would be fair to say that the subject of leadership is under greater scrutiny than ever and, some might argue, in short supply! A key aspect of…
Falling customer satisfaction creates a productivity drag at the worst possible time
As 2023 gets underway, the UK economy is hovering on the verge of a recession. With the cost of living crisis making itself felt and inflation still around double digits,…
Our latest UKCSI results are a timely reminder of the importance of service
Our latest UK Customer Satisfaction Index, released this week, paints a concerning picture as to the future of our Service Nation. Overall customer satisfaction showed a decline of 0.7 points, and…
Introduction to Customer Journey Mapping (24 March 2023)
In the current environment, many organisations are reviewing the journeys they take their customers on, seeing what works and what to change in order to service customers in the future.…