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.
Becoming an organisation without boundaries
Customers don’t just benchmark you against others in your industry, they compare the service from your organisation against that of their favourite and most trusted brands. It’s a rising bar for all.
Technology: how smart do we want it to be?
From artificially intelligent digital assistants to smart heating systems, washing machines and fridges, smart technology is multiplying and changing how we live. But what are the implications for the customer experience agenda?
More to do for technology to truly enhance customer service
Ahead of World Digital Week, the CEO of The Institute of Customer Service, Jo Causon, explores how technology must blend with the human touch to drive great customer service.
UK tourism has a massive opportunity if it can get service right
This year is one of the most important yet for the UK tourism industry. But is it getting its customer service right?
Organisations need to hold their nerve and stick to a service agenda
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
Institute of Customer Service evidence for the Independent Review of Employment Practices in the Modern Economy
Demonstrating your commitment to customer service
National Cusomer Service Week 2017 is approaching. Here is a new blog on why it is important to get involved in this event.
Let’s not sleepwalk into a business leadership crisis
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?
Linking corporate governance to customer service is more important than ever
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.
Why artificial intelligence & robotics should be embraced and not feared
What impact will artificial intelligence and robotics have on the customer experience? Is it a force for good?
BEIS consultation on the Green Paper on Corporate Governance Reform
Institute of Customer Service response to the Department for Business, Energy & Industrial Strategy’s Green Paper on Corporate Governance Reform
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.
