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
Businesses must resist short-term defensiveness in uncertain times
The Institute’s twice yearly UK Customer Satisfaction Index (UKCSI) is perhaps our most revealing and comprehensive piece of research into the state and direction of standards of customer service.
Organisations, and service, must not stand still through Brexit uncertainty
It may be hard to believe, but two years have now passed since the historic referendum on Brexit. We stand just nine months away from leaving the EU, albeit with a transition period set to run to the end of 2020.
Using your moral compass to set company direction
Customer satisfaction and transparency are what make a company a genuine ‘going concern’, but to build trust we would benefit from an additional, wider, definition of ‘going concern’ that is not confined to financials alone.
The data challenge
With the explosion of data created by customer contact, there are tremendous opportunities to improve the customer experience and create more personalised offerings. How does this sit with the new regulation known as GDPR?
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?
Response to Financial Reporting Council consultation on proposed revisions to the UK Corporate Governance Code
Institute of Customer Service response to the Financial Reporting Council’s proposed revisions to the UK Corporate Governance Code.
A sticking plaster doesn’t fix a broken leg
Organisations may be better dealing with issues & complaints, but they are not dealing with systemic problems. It’s a little bit like trying to use a sticking plaster to fix a broken leg.
Consumer Council for Water: Draft Forward Work Programme for England and Wales (2018-2021)
Institute of Customer Service response to the Consumer Council for Water’s draft forward work programme.
Purpose and personalisation – two keywords for 2018
As the New Year gets under way, for many people it’s a time of reflection and resolution, with many individuals considering their current roles and careers. What will it mean for you?
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.
Events and Training
We also hold regular events and webinars. Most are exclusive to our members and some are open to all business leaders and customer service professionals.
