Trust is key to maintaining customer spending through the cost of living crisis
New research conducted by The Institute of Customer Service reveals that ineffective recruitment costs the UK £17.6bn annually.
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 address this, we are launching a new product. Please join…
Trust and Customer Experience (25 Nov 2022)
Our Trust and Customer Experience workshop, facilitated by The Institute’s Academy experts, will help you build knowledge and understanding of the components of trust and the importance it plays in your organisation’s customer service strategy and culture. It will also…
From street parties to farm shops – why localism should form part of your service strategy
This week’s Jubilee celebrations come at a strange time for the country - in the wake of supply chain issues, the emerging post pandemic challenges, and the geopolitical uncertainty. Add to that to rising inflation and the escalating cost of…
Reset expectations to make the world of work, work for all
By Jo Causon, CEO, The Institute of Customer Service Last week, we launched our latest piece of breakthrough research, examining how work culture, environment and practices could change over the next five years. The research is one of the most…
Adding injury to insult: exploring the fear customer service workers face every day
By Jo Causon, CEO, The Institute of Customer Service Last week we shared fresh insights on the daily fear that many of our customer service colleagues are forced to operate under. They provide a robust riposte to those tempted to…
Build emotional connections to retain employees
By Jo Causon, CEO, The Institute of Customer Service It's no secret that the nation is facing a severe skills shortage. Even before the pandemic hit, many industries were experiencing challenges from a lack of skilled professionals - and this…
Managing the customer experience is a key element of risk management
By Jo Causon, CEO, The Institute of Customer Service The turbulence of the past 18 months has placed us all on high-alert, and organisation's risk management strategies have truly been put to the test to deal with the multitude of…
Reality not rhetoric required on customer service claims
By Jo Causon, CEO, The Institute of Customer Service Fantastic support, excellent customer service, number one for customer satisfaction! Listening to the radio I’ve been struck in recent weeks with how customer service claims seem to have replaced catchy jingles…
As we continue our road out of lockdown, we must maintain our focus on service
By Jo Causon, CEO, The Institute of Customer Service As our road out of lockdown continues, it’s been heartening to see streets and premises across the country once again bustling with customers. As the nation reawakens from our enforced hibernation,…