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Supporting the Institute

Supporting the Institute

Our Vice-Presidents are long-standing supporters of The Institute. They act as critical friends by helping us strengthen our senior level representation across a wide range of sectors. They also contribute…

Product Launch: our Trust Index (1 Nov 2022)

Product Launch: our Trust Index (1 Nov 2022)

  In these testing times, trust has never been more fundamental to driving satisfaction and loyalty with your customers. Following feedback and requests from our members on their desire to…

Resetting our service nation

Resetting our service nation

I wrote last week on the need for unity and the importance of demonstrating values through our actions. As both business and society reset themselves after a period of national…

 ServCheck: Getting started with your survey

ServCheck: Getting started with your survey

ServCheck is a powerful tool that measures your team’s alignment and engagement with your customer service strategy. It provides an independent measure and framework to drive a service culture across…

Service Experience Model

Service Experience Model

An independent framework to help you develop, transform and future-proof your customer experience. Consumer needs, preferences and behaviours are changing fast. As a result, companies should assess the ability of…

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