April 2016 - member update

26th Apr 2016

We’ve listened to your feedback and have news to share about two exciting developments for our members.

One, as you are aware, is the recent launch of The Institute’s new Academy at the start of April.
  By providing specialist training and development programmes aimed at front-line staff, managers and those responsible for delivery in-house we have responded directly to member feedback.

The Academy began life against a backdrop of Government data which suggested that 36 percent of those already in the labour market are failing to improve service levels due to inappropriate training.
  The new Academy will also help you respond to the changing demands of UK consumers, who identified employee attitude, behaviour and competence as the factors most likely to affect repurchase and recommendation decisions in our recent UK Customer Satisfaction Index.

Our other exciting development is a new set of offerings for you, the members.
  You want us to be easier to do business with and to help you deliver tangible results.  With this in mind we are now providing tailored services that relate to your organisations’ specific business objectives and which will give a clear demonstration of return on investment.

Our ‘Discovery Roadmap’ is an organisation’s journey to a sustained improvement in customer service. Through this route, The Institute will work with members to develop a comprehensive roadmap and engagement plan that helps manage their needs for customers now and in the future.

Our new ‘Trusted Advisory Network' addresses organisations complex challenges, helping you transform your business and drive strategic focus
in the Boardroom.  It also ensures you can  overcome organisational boundaries to create a seamless experience for customers.

Membership now offers new customer satisfaction insight around additional sector benchmarking, customer verbatim and segmentation analysis and we are also including a bespoke dashboard graphic that provides visual insight into your results.

Bespoke workshops will also be made available to members.
  These will focus on the customer service challenges organisations face on a day to day basis, such as measuring return on investment, writing and presenting board papers, people development, employee retention and interpreting research and insight.

You will also have access to qualifications for your people to support organisational development in customer service and customer service management and strategy, ensuring your leaders are fit for today and the future.

All of our products and services are fully supported by a dedicated Client Relationship Director, who will work with you to understand your organisational objectives, ensuring you make the most out of your membership and use your products and services to support your overall aims, demonstrating a true return on investment.

Our teams will be in touch in the coming weeks to discuss these new developments in more detail.

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