Consumers across the UK do not trust organisations to protect their personal data and believe business and Government should be doing more to safeguard their privacy. Most consumers acknowledge that data breaches are now ‘a part of life’, but they are also warning UK organisations that they will shop elsewhere if cyber security is not part of the customer service promise.read more
The presence of robots in the workplace is no longer the stuff of fiction. But what impact are technological advances having on customer service and is artificial intelligence a sensible alternative to human interaction in the relationship economy?read more
20 years ago, customer satisfaction was important because it was so much more expensive to acquire a new customer than retain an existing one. But now in 2016 as customers can, and do, use social media to share their views with a potential audience of millions, customer service has become even more critical. It is clear that the retail sector has much work to do in order to achieve the levels of customer satisfaction they would like. As a result, more than ever before, retailers are searching for innovative ways to satisfy customers. In this article we look at how to wow online.read more
Harnessing and interpreting customer data is the new science. Companies that do this effectively will forge stronger relationships with their customers. In a multi-channel world, the brands that have a clear voice through identity, communication and design are the ones who will succeed. Focusing on this, Jo Upward, managing director of the Platform Group explains why engagement with the customer experience brings rewards.read more
For many people it’s probably difficult to remember a time when their local Indian restaurant didn’t sell Cobra, the smooth, much less fizzy lager that in just a blink of eye in beer terms (just twenty-five years), has become one of the must-drink brands with curry. But for its founder Karan (now Lord) Bilimoria, it’s precisely the memory of what was there before that ensures this very service-driven entrepreneur refuses to take any success for granted.read more
Former chief executive of Logica and currently chairman of the IG Group, Andy Green, lives and breathes technology. He recognises how, used well, applying technology can transform an organisation’s ability to deliver excellent customer service. But this has to be a ‘board conversation’ – as he tells Customer Focusread more
It was dubbed the ‘new third way’ and caught the attention of David Cameron and Barack Obama as a way of garnering votes: yet seven years after two American academics published ‘Nudge’, its theories are at the heart of public policy both sides of the Atlantic. The UK government was the first in the world to set up a dedicated ‘nudge’ unit in 2010 – otherwise known as the Behavioural Insight Team. But what could Nudge mean for customer behaviour and needs?read more
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