Greggs vegan sausage roll proves to be a hit
The level of demand has seen the product sell out in 950 stores
Discount supermarkets report growth over festive period
The likes of Aldi and Lidl recorded significant sales increases in the 12 weeks preceding January
Cheap National Express tickets ease rail fare pain
Over three million coach tickets are available to customers
Starling to review data policy after complaint
A customer complained that his passport details were shared with him on a URL
We have to get AI right from the outset, otherwise we’re building trouble for the future
From simple robotics to speed up a process, right through to intelligent AI that can learn for itself and make decisions, technology is reshaping our world and the way that businesses operate.
Telcos need to upgrade their customer service connection
Last month, I discussed the results of our latest UKCSI and expressed my concerns over evidence that a dip in customer satisfaction levels is beginning to take hold. One of the sectors that performed least strongly was Telecommunications & Media.
Morrisons launches ‘Customers First’ initiative
Staff encouraged to adopt 'drop the box' policy
Gaining and maintaining trust is all about the right behaviours
The Institute's latest conference produced debate on how organisations can develop game-changing strategies in an increasingly unpredictable environment. But are organisations learning from others' mistakes and what should they be doing?
Service agenda holds up in tough 2017, but 2018 will be tougher still
As we approach the end of 2017 it seems fitting to look back and ask how organisations have fared with the customer service agenda this year and to anticipate what may follow in 2018.
The four golden returns of better customer satisfaction
The Institute of Customer Service has long believed that organisations who deliver excellent service to customers experience better financial performance as a result. Now, in a seminal report, we have the hard evidence that shows it.