http://www.instituteofcustomerservice.comen-gbCopyright: (C) Institute of Customer ServiceCustomer churn costs UK businesses around £2.2 billion a year, which makes establishing how loyal your customers really are, and knowing what you need to do in order to make them buy from you again, a vital business. But how do you find this infomation when even the most seemingly simple of transactions is actually complex?http://www.instituteofcustomerservice.com/1711-8750/Keep-your-customers-loyal-by-asking-them-the-right-questions.htmlhttp://www.instituteofcustomerservice.com/1711-8750/Keep-your-customers-loyal-by-asking-them-the-right-questions.htmlThu, 26 Jan 2012 12:00:00 GMTAt our 2012 Conference business leaders and policy makers will explain how investing in your customer service will achieve better bottom line results.http://www.instituteofcustomerservice.com/1711-8726/Conference-2012-Customer-service-the-competitive-advantage.htmlhttp://www.instituteofcustomerservice.com/1711-8726/Conference-2012-Customer-service-the-competitive-advantage.htmlMon, 23 Jan 2012 12:00:00 GMTNext month we'll publish the results of our bi–annual customer satisfaction survey, the UKCSI. The UKCSI looks at many elements of the customer/organisation experience, including speed of service, helpfulness of staff and complaint handling, and how they relate to customer advocacy. In this post Simon Merry discusses two of the most topical drivers of advocacy and loyalty: trust and confidence.http://www.instituteofcustomerservice.com/1711-8708/Measuring-customer-emotion-Trust-confidence-and-customer-loyalty-and-advocacy.htmlhttp://www.instituteofcustomerservice.com/1711-8708/Measuring-customer-emotion-Trust-confidence-and-customer-loyalty-and-advocacy.htmlWed, 18 Jan 2012 12:00:00 GMTInstitute chief exec Jo Causon on how to improve customer loyalty and cut out the cost of replacing lost customers.http://www.instituteofcustomerservice.com/1711-8674/10-ways-to-reduce-customer-churn.htmlhttp://www.instituteofcustomerservice.com/1711-8674/10-ways-to-reduce-customer-churn.htmlMon, 09 Jan 2012 12:00:00 GMTInstitute members swept up at the 2011 eg operational excellence awards.http://www.instituteofcustomerservice.com/1711-8664/Institute-members-win-at-operational-awards-ceremony.htmlhttp://www.instituteofcustomerservice.com/1711-8664/Institute-members-win-at-operational-awards-ceremony.htmlThu, 05 Jan 2012 12:00:00 GMTErnst & Young have published a white paper that argues for home working as a cost-effective solution to many of the problems faced by contact centre operations. http://www.instituteofcustomerservice.com/1711-8457/Home-based-contact-centres----a-time-for-new-thinking.htmlhttp://www.instituteofcustomerservice.com/1711-8457/Home-based-contact-centres----a-time-for-new-thinking.htmlMon, 05 Dec 2011 12:00:00 GMTChristine Townsend, a former multimedia producer with Sussex Police and a serving special constable, looks at how public sector organisations need to overcome cultural and technological barriers in order to use social media for the public good, just like some police forces.http://www.instituteofcustomerservice.com/1711-8452/Social-media-in-the-public-sector-Overcoming-fear-to-help-customers.htmlhttp://www.instituteofcustomerservice.com/1711-8452/Social-media-in-the-public-sector-Overcoming-fear-to-help-customers.htmlMon, 05 Dec 2011 12:00:00 GMTSpeakers include CBI director general John Cridland, LV= group chief executive Mike Rogers and David MacLeod, report commissioner, Department for Business Innovation and Skills. http://www.instituteofcustomerservice.com/1711-8350/Institute-Conference-2012---Customer-service-the-competitive-advantage.htmlhttp://www.instituteofcustomerservice.com/1711-8350/Institute-Conference-2012---Customer-service-the-competitive-advantage.htmlWed, 02 Nov 2011 12:00:00 GMTThis year's celebrations included a toast rack vintage car, face masks and a customer service surgery.http://www.instituteofcustomerservice.com/1711-8313/National-Customer-Service-Week-2011-roundup.htmlhttp://www.instituteofcustomerservice.com/1711-8313/National-Customer-Service-Week-2011-roundup.htmlMon, 24 Oct 2011 12:00:00 GMTApple and Steve Jobs redefined how technology is designed, placing the customer and their experience at the heart of everything.http://www.instituteofcustomerservice.com/1711-8234/How-Steve-Jobs-and-Apple-made-technology-for-customers.htmlhttp://www.instituteofcustomerservice.com/1711-8234/How-Steve-Jobs-and-Apple-made-technology-for-customers.htmlThu, 06 Oct 2011 12:00:00 GMTThis year's Customer Champion is Denise (Dee) Janes from Southeastern Railway.http://www.instituteofcustomerservice.com/1711-8233/Customer-Champion-2011.htmlhttp://www.instituteofcustomerservice.com/1711-8233/Customer-Champion-2011.htmlWed, 05 Oct 2011 12:00:00 GMTOur research into customer service employment shows huge growth over the last decade. However, salaries remain well below the national average. What does this say about our attitude to providing service?http://www.instituteofcustomerservice.com/1711-8200/Low-pay-in-customer-service-A-symptom-of-how-we-really-view-service.htmlhttp://www.instituteofcustomerservice.com/1711-8200/Low-pay-in-customer-service-A-symptom-of-how-we-really-view-service.htmlThu, 29 Sep 2011 12:00:00 GMTIn this issue we look at how new ideas, a different style, and a fresh look at processes, people and strategy, will make a difference to the customer service that you want to deliver.http://www.instituteofcustomerservice.com/1711-8174/customer-focus-issue-5-available-Delivering-service-through-innovation.htmlhttp://www.instituteofcustomerservice.com/1711-8174/customer-focus-issue-5-available-Delivering-service-through-innovation.htmlWed, 28 Sep 2011 12:00:00 GMTCustomers’ pockets are tighter in a recession. They are more discerning about how they spend their hard-earned incomes, but low prices aren’t always the main driver for the purchases that they are making. Competing through a low-cost price differentiation strategy can end in misery. Does looking at empathy provide a way for companies to prosper during tough economic times?http://www.instituteofcustomerservice.com/1711-8098/Do-we-need-more-customer-empathy-during-a-recession.htmlhttp://www.instituteofcustomerservice.com/1711-8098/Do-we-need-more-customer-empathy-during-a-recession.htmlTue, 27 Sep 2011 12:00:00 GMTDoes first direct's Lab website show the way ahead for how mainstream brands develop products and services?http://www.instituteofcustomerservice.com/1711-8025/first-direct-co-creation-pioneers.htmlhttp://www.instituteofcustomerservice.com/1711-8025/first-direct-co-creation-pioneers.htmlFri, 09 Sep 2011 12:00:00 GMTNational Customer Service Week is an opportunity to raise awareness of customer service and the vital role it plays in successful business practice and the growth of the UK economy. It takes place 03-09 October. Register your organisation.http://www.instituteofcustomerservice.com/1711-7991/National-Customer-Service-Week-2011.htmlhttp://www.instituteofcustomerservice.com/1711-7991/National-Customer-Service-Week-2011.htmlMon, 05 Sep 2011 12:00:00 GMTThe NHS Confederation, Age UK and the Local Government Group (LG Group) have established a 'Partnership on dignity in care' to help improve the care provided to older people in hospitals and care homes. Health and social care leaders can submit evidence to a commision set up by the partnership.http://www.instituteofcustomerservice.com/1711-7975/Commission-on-improving-dignity-in-care.htmlhttp://www.instituteofcustomerservice.com/1711-7975/Commission-on-improving-dignity-in-care.htmlFri, 02 Sep 2011 12:00:00 GMTThe Economist Intelligence Unit report for accountancy firm BDO examines what organisations need to do to remain competitive over the next decade.http://www.instituteofcustomerservice.com/1711-7924/Five-lessons-from-Service-2020-Megatrends-for-the-decade-ahead.htmlhttp://www.instituteofcustomerservice.com/1711-7924/Five-lessons-from-Service-2020-Megatrends-for-the-decade-ahead.htmlTue, 16 Aug 2011 12:00:00 GMTWhile single statements make for easy feedback they can fail to unearth real, complex problems.http://www.instituteofcustomerservice.com/1711-7901/When-customer-experience-amounts-to-more-than-a-choice-between-good-and-bad.htmlhttp://www.instituteofcustomerservice.com/1711-7901/When-customer-experience-amounts-to-more-than-a-choice-between-good-and-bad.htmlFri, 12 Aug 2011 12:00:00 GMTWork with someone who goes the extra mile for their customers? Nominate them for a Customer Champion award. They could win £500 and receive their award at a gala dinner in Mayfair.http://www.instituteofcustomerservice.com/1711-7859/Do-you-know-a-Customer-Champion.htmlhttp://www.instituteofcustomerservice.com/1711-7859/Do-you-know-a-Customer-Champion.htmlMon, 08 Aug 2011 12:00:00 GMT This is the title for the image used in the CMS This is the title for the image used in the CMS The type of imageThe type of imageTo upload a new image, click browse, locate the image and click ok to uploadTo upload a new image, click browse, locate the image and click ok to upload This is the title for the image used in the CMS This is the title for the image used in the CMS The type of imageThe type of imageTo upload a new image, click browse, locate the image and click ok to uploadTo upload a new image, click browse, locate the image and click ok to upload This is the title for the image used in the CMS This is the title for the image used in the CMS The type of imageThe type of imageTo upload a new image, 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