Research
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World-class customer service: The what, the why, the how
£125.00Report identifying the key factors that promote and determine world-class service (WCS). Explains that WCS can be achieved by any organisation, from multinationals to local businesses. Published 2008.Customer Priorities: What customers really want
£195.00Customer Priorities: what customers really want explores the reasons why customer satisfaction matters and hence why it should be measured. It improves understanding of customers’ priorities across the UK and Ireland and sets the scene for developing a national Customer Satisfaction Index (CSI). Published 2007.Excellence in Managing the Business-to-Business Customer Relationship
£125.00This report examines the importance, value and key elements in business-to-business customer service; more importantly, the report offers practical tips on providing customer service. Published 2006.Rewarding Customer Service? Using reward and recognition to deliver your customer service strategy
£20.00This report shows how to use reward and recognition as part of delivering your customer service strategy. Published 2005.This product is a downloadable PDFService Technologies: Developing strategies
£125.00The report examines the challenge of using technology to enhance customer service as part of an organisation's overall strategy and offers a number of suggestions for 'getting it right'. Published 2006.Delivering Service Excellence: The view from the front-line
£50.00The report provides insights into the way organisations deliver excellent service through their front-line staff. Published 2002.This product is a downloadable PDFService Excellence = Reputation = Profit
£50.00This report finds that companies that are regarded as 'being easy to do business with' are more likely to achieve bottom line benefits than organisations that do not have such a reputation. Published 2001.This product is a downloadable PDFEmerging Skills for a Changing Economy: Evolution of the Customer Service Professional
£10.00This report examines what skills customer service professionals will require in modern economies. Published 2001.This product is a downloadable PDFagility in services - capabilities for difficult times
£50.00This report examines how organisations view agility, whether agile organisations outperform those that are not, the capabilities associated with agile organisations and how management could improve performance. Published 2009.Trusting the internet: developing an eService strategy
£15.00Published 2001. This report provides a blueprint for delivering service excellence on the web. Ten key steps are identified to help organisations develop effective eService strategies and KPIs.It's a Culture Thing: The challenge of change - customer service in local government
£50.00The report examines the nature and development of customer service approaches in local government in the UK.This product is a downloadable PDF
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