An Institute study reveals that UK firms fear losing 10% of their customer base over the next three years, at a cost of almost two and quarter billion pounds.
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The Institute's press office is managed by Man Bites Dog. Please contact Daryl Newman on 0844 561 1416, email daryl@manbitesdog.biz
UK businesses face £2 billion war for customers
Engine of the service economy: Customer service workforce triples in 8 years
The UK customer service workforce has tripled since 2002 but wages remain 34% below the UK average.
Institute of Customer Service crowns new customer service champion
Denise (Dee) Janes from Southeastern Railway has been voted Customer Champion 2011 by the Institute of Customer Service.
UK Customer Satisfaction Awards, 6 March 2012: Open for entries
The UK Customer Satisfaction Awards are designed to recognise and reward organisations who are adopting a top-level strategic view of customer service. They're now entering their second year.
Brits holiday in the UK out of choice, not austerity
Contrary to popular perception, the vast majority of ‘staycationers’ holiday in the UK through choice, not necessity, according to new research from the Institute.
Homebase becomes latest retailer to join the Institute of Customer Service
Homebase, the UK’s second largest home improvement chain, is the latest high –profile retailer to become a member of the Institute of Customer Service
Marks & Spencer joins the Institute of Customer Service
One of the most iconic names on the British High Street, Marks & Spencer, has joined the Institute of Customer Service, the UK‘s professional body for customer service.
Top UK businesses celebrate success at UK Customer Satisfaction Awards
Over 500 business leaders and guests attended the inaugural UK Customer Satisfaction Awards last night, (22 March), organised by the Institute of Customer Service.
Attitudes to return on investment from customer service must change, says Institute research
Organisations must fundamentally alter the way in which return on investment in customer service is measured and reported, according to major new research from the Institute of Customer Service.
New CBI director-general to address Institute of Customer Service annual conference
John Cridland, the recently appointed director-general of the Confederation of British Industry (CBI), is to be the key note speaker at the Institute of Customer Service annual conference next month.
Top UK retailer ASDA joins the Institute of Customer Service
Leading supermarket chain, Asda, has joined the Institute of Customer Service, the UK's professional body for customer service.
UK satisfaction with public services improves, but consumers fear impact of spending cuts
The UK’s satisfaction with its public services has markedly improved in the last year, yet the public voice deep concerns for the future of frontline service delivery as the spending cuts begin to take effect, according to our latest UK Customer Satisfaction Index (UKCSI).
UK Customer Satisfaction Awards 2011 - now open for entries
The Awards are designed to recognise and reward organisations who are adopting a top-level strategic view of customer service.
Concerns Over UK Service Readiness for 2012 Olympics
A significant proportion of UK customer service managers believe that essential public services - including transport facilities, policing and healthcare provision - will fall short at the 2012 Olympics, and warn of serious repercussions for the UK economy as a result, a new study by the Institute of Customer Service reveals today.
Giles Hawke joins Institute of Customer Service board
The Institute of Customer Service has announced the appointment of Giles Hawke as a non-executive board member.
Top UK retailer Waitrose joins the Institute of Customer Service
Leading supermarket chain Waitrose has joined the Institute of Customer Service, the UK's professional body for customer service.
BMW Group joins The Institute of Customer Service
BMW one of the most prestigous motoring brands in the world, has joined the Institute of Customer Service, the UK‘s professional body for customer service.
No comment. No customer.
Research shows that customers like the ability to review products online and that 1 in 4 are less inclined to buy from a site with no social media tools.
Complaining Brits ditch stiff upper lip
Contrary to the stereotype of the stoical Brit, three quarters (75%) of UK consumers complain when encountering a problem with goods or services.
Rise in customer service jobs – not just a seasonal trend, say experts
Record numbers of customer service jobs are up for grabs, despite more people chasing them - according to industry experts.
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