If there’s one thing we should take away from the VTech hacking scandal, it’s the importance of building and maintaining trust with customers
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We share five key messages from the Institute of Customer Service’s Handle with care report
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Stephen Hampshire argues that customer satisfaction surveys can help organisations make significant improvements to service levels, but only if they motivate employees to take action
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New research shows that, while organisations are best at interacting with customers on Facebook, they need to work on their tweets
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We consider current customer satisfaction trends in local public services
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Customer service has the power to shape your relationship with consumers, a report from the Institute of Customer Service shows
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Sales can provide a great boost for retailers, but the gains are likely to be short-term if they’re not backed up with well thought-through customer service
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Motivated, valued and respected front-line staff are the secret to great service, a survey by the Institute of Customer Service reveals
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Dale Vince OBE explains how his company adjusted to serve its fast-expanding consumer base
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A new report by Hay Group shows a clear correlation between engaged employees and satisfied customers
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The customer agenda has now become the boardroom agenda, and business leaders need to adapt accordingly
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Organisations need to plan ahead if they want to deliver top quality service
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Chief executive Jo Causon warns retailers to think twice about engaging in flash sales this Friday
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The UK’s population is ageing and will do so for the foreseeable future. How should businesses adapt their customer service strategies in response?
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Follow these straightforward steps to ensure you don’t lose out to competitors
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