For the latest edition of Customer Focus, Jo Causon, CEO at The Institute of Customer Service, met with Heather Bowman, chief operating officer at Sovereign Housing Association and Matt Gore, chief administration officer at the Pension Insurance Corporation. Together they discussed the importance and impact of customer service.read more
The role of government in customer service is perhaps underestimated. In this article Lord Scriven, who sits on the All Party Parliamentary Group on Customer Service, explains how legislation has an important role in improving many aspects of customer service.read more
Achieving a balance between short and long-term perspectives is crucial for the sustainability of a successful business, says Bruce Carnegie-Brown, the recently appointed chairman of Lloyd’s. Whilst recent geo-political uncertainties and financial crises may work against realising that corporate balance, Carnegie-Brown tells Customer Focus that it is possible to avoid sacrificing long term goals for short-term profitability if the two are seen as mutually interdependent.read more
When over two million sports fans converged for the 2012 Olympic Games, Transport for London (TfL) needed an entirely new approach to sharing information. Vernon Everitt, TfL’s managing director for Customers, Communication and Technology, tells Customer Focus how meeting the once-in-a-lifetime challenge has made its customer service strategy more resilient – for decades to come.read more
Deliberata works with organisations to help them design customer service experiences that improve performance while also saving money. Its mantra is ‘we’re a company that helps understand people’. MD Tom Wormald talks to Customer Focus about how knowing the kind of interaction customers want from different organisations can help them be more successful.read more
Regardless of whether you work as an elf, chalet girl or IT manager, it is vital to demonstrate a passion for providing the right customer experience, says Paul Carter, new chief executive officer of Hotelplan UK. When recruiting people to escort families to Lapland, cater for groups of skiers in the Alps, or manage the accounts in the head office in Surrey, this is the key quality he looks for.read more
Britain’s banking industry has learned more than most about adapting to times of uncertainty. Eric Leenders, Managing Director of Retail and Commercial Banking at the British Bankers’ Association (BBA), tells Customer Focus that service will always be critical – but while the need to innovate has always been a constant for banks, today’s sheer pace of change is entirely new.read more
Dr Steve Bull is a chartered psychologist, speaker, author and ‘high performance consultant’. During his 30-year career he has coached CEOs, Olympic Gold Medallists, NATO officers, professional actors and university academics. He talks to Nicola Davison about the need for mental toughness in an ever more challenging business environment.read more
Despite strengthening its brand through multichannel development, international expansion, product growth and menswear, New Look is not immune to the upheavals in the international retail climate, nor the fast-changing expectations of its many millennial customers.read more
Kate Russell started writing about technology, gaming and the internet in 1995. She’s been named one of the UK’s most influential women in IT and has been reporting for BBC technology programme Click for over a decade. In this article, Kate discusses how technology and social media are game changers for customer service.read more
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