Articles/White Papers

Customer Sacrifice Gap (07 November 2008) How to define the gap between customer expectations and what is 'ok'

Customer Service - Pay attention not just lip service (18 October 2007) In September 2007, the Institute of Customer Service commissioned a survey in Ireland to understand how important excellence in Customer Service was to organisations.

Dont break it off (27 April 2007) Employee engagement is defined as “An employee’s drive to use all their ingenuity and resources for the benefit of the company”.

In the frame (14 September 2007) As ICS celebrates its tenth anniversary with the launch of its ground-breaking Customer Satisfaction Index, Steve Hurst, Editor of Customer Management magazine quizzes Executive Director Robert Crawford about the past, present and future of ICS.

Innovation through people (03 July 2008) Series of articles published by the Society of Local Authority Chief Executives

Listen up you 'orrible lot (14 December 2007) Service providers should not only welcome complaints from customers - they should positively encourage them. Organisations should make it easy for customers to complain and - when problems occur - take steps to prevent further similar experiences. The author offers a set of guiding principles that can help convert complainers into loyalists.

Yes sir, no sir! (17 September 2008) Hospitality is not just about food quality and kitchen equipment.

 

 

 

 

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