The latest edition of our magazine for senior executives looks at the role of regulators in customer service. While they have a duty to protect the vulnerable and promote transparency, consistency and fairness, is the customer better served by a healthy, competitive environment?
Institute of Customer Service
customer focus issue 7 available
Des Benjamin is appointed president of the Institute of Customer Service
The Institute has appointed Des Benjamin, chief executive of healthcare provider Simplyhealth, as its new president. He will represent the Institute in promoting awareness of the importance of customer service excellence and professionalism.
Supermarkets need to re-evaluate their value proposition to re-connect with customers
Our research demonstrates a correlation between market share growth and customer satisfaction scores, suggesting supermarkets like Tesco need to re-evaluate their value proposition to reconnect with customers.
The rise of austerity spending: companies have to get their service right to maintain UK growth
Goldman Sachs have predicted a small increase in consumer spending in 2012. UK companies must get their service strategy right in order to encourage profits and economic growth.
UK Customer Satisfaction Index results January 2012
The latest UK Customer Satisfaction Index (UKCSI) results. Find out the top performers in each sector, read our press releases and download the analysis.
Rewards based on customer satisfaction
If you want to give a great customer experience you have to align your culture and the way you reward staff. None of our customer facing staff have sales targets or sales bonuses — their rewards and bonuses are based purely on their customer satisfaction scores.
Anthony Thomson, chairman, Metro Bank
About the Institute of Customer Service
The Institute of Customer Service is the professional body for customer service. Our main purpose is to lead customer service performance and professionalism. We're a membership body with a community of more than 300 organisational members - from across the private, public and third sectors - and nearly 7,000 individual members.
Read more about us.
Find out about organisational membership
Improve customer satisfaction, employee engagement and bottom line performance. Find out how membership can benefit your organisation.
Keep updated
Upcoming events
Member forum: Customer engagement: Looking after the complete customer journey - FULLY BOOKED
Manchester Airport Group (MAG) hosted forum. MAG is the largest UK-owned airport operator. They'll discuss how they manage the customer experience when their partners control part of the service delivery chain.