I am increasingly concerned that UK plc may be taking its foot off the accelerator. Too many organisations are focused on short-term reporting and short-term gains, and both often come at the expense...
read moreAs the New Year gets under way, for many people it’s a time of reflection and resolution, with many individuals considering their current roles and careers. In fact, research shows that as many as o...
read moreOur report, that has just been published, is the most detailed UK study that I am aware of looking at the relationship between customer satisfaction and financial metrics such as turnover and profitab...
read moreIn times of uncertainty and change organisations need strong business leadership, more than ever.But, right now, I am concerned that, despite all the talented people in the workplace, today’s leader...
read moreAt the start of the year, the Institute published new research which explored changing customer priorities. It highlighted the elements of the ultimate customer experience which matter most to c...
read moreIn a world where the war on talent is growing, and ensuring we have the right people in our companies who are engaged and motivated to deliver, is becoming a real challenge for organisations across al...
read moreThe Autumn Statement underlined the importance of tackling youth unemployment in order to enhance UK competitiveness. The Chancellor announced the creation of an extra 20,000 higher apprenticeships ...
read moreCustomer service is therefore made up of your people; their capabilities, competencies, attitudes, engagement, continuity and strategy, your processes; the creativity and consistency embedded in car...
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