We are living in truly challenging times for business leaders. But the worry is that when spending tightens and the economy is more difficult, many businesses focus either on lowering prices to keep customers spending, or on cutting costs. Or both.
Institute of Customer Service evidence for the Independent Review of Employment Practices in the Modern Economy
In times of uncertainty and change organisations need strong business leadership, more than ever. But does it exist in UK organisations and what impact does this have on service strategies?
25 years after the UK's Corporate Governance Code was introduced there is no doubt it has had a positive effect. But there is more that can be done. Here, Jo Causon, outlines what that may be to build customer trust and improve customer satisfaction.
What impact will artificial intelligence and robotics have on the customer experience? Is it a force for good?
A recent meeting of the All Party Parliamentary Group on Customer Service concluded outcome based regulation is the way forward
SSP's global head of customer service, Tracie Ward, discusses the ongoing transformation it takes to serve customers whose business models change daily
Institute of Customer Service response to Department of Business, Innovation and Skills consultation on Tipping, Gratuities, Cover and Service Charges
The latest UK Customer Satisfaction Index suggests that, in the retail sector, growth and market share continue to be linked to customer satisfaction. Here are five ways to impress consumers
Institute evidence to the Culture, Media and Sport Committee inquiry - Cyber security: Protection of personal data