Adapting to changing customer needs
SSP's global head of customer service, Tracie Ward, discusses the ongoing transformation it takes to serve customers whose business models change daily
BIS consultation on Tipping, Gratuities, Cover and Service Charges
Institute of Customer Service response to Department of Business, Innovation and Skills consultation on Tipping, Gratuities, Cover and Service Charges
5 opportunities for growth within the retail sector
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
CMS Committee inquiry on cyber security
Institute evidence to the Culture, Media and Sport Committee inquiry - Cyber security: Protection of personal data
BIS Committee digital economy inquiry
Institute evidence to the Business, Innovation and Skills Committee inquiry on the digital economy
7 factors influencing the future of customer service measurement
The Institute's research reveals a number of areas that organisations should measure to gauge customer satisfaction levels
Consumer trust and big data
What do our politicians and UK organisations think about data, Big Data, and whether customers trust organisations to keep it safe?
FCA consultation on transparency in general insurance markets
Institute of Customer Service response to Financial Conduct Authority consultation CP15/41: Increasing transparency and engagement at renewal in general insurance markets
5 priorities for customer service leaders
Management expert Ken Blanchard reveals five service areas that have the power to shape great leaders
6 ways to deliver premium customer service in the face of change
How to ensure your business stays on top of changing customer expectations and developing trends