In defence of hard decisions – how to cut service effectively
It's been a tough week for Heathrow's John Holland-Kaye who, amidst ongoing travel chaos has been forced to announce a monthly passenger cap and urge partner airlines to stop selling…
Introduction to Customer Journey Mapping (19 Aug 2022)
In the current environment, many organisations are reviewing the journeys they take their customers on, seeing what works and what to change in order to service customers in the future.…
Introduction to Vulnerable Customers – Workshop for Managers (8 Aug 2022)
The current economic environment is presenting different challenges to customers and employees alike. Equipping leaders and managers with the skills and knowledge to support their teams assist customers in vulnerable…
UKCSI July 2022 Webinar Launch
Watch the UK Customer Service Index July 2022 webinar launch below ?. The Instituteās Head of Research and Insight, Brian Weston, and CEO, Jo Causon, take us through the latest results. The July 2022 UKCSI shows the state of customer satisfaction in the UK, with insight about key issues and trends affecting customer experience. It…
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Service with Respect: new legislation now in effect
New legal protections for customer-facing workers - which we have been campaigning for through our Service with Respect initiative - have come into force as of July 2022. The new…
Our Trust Index
Now is a great opportunity for you to increase loyalty, recommendation and revenue through your existing customer base.
The rise of vulnerability and exclusion: supporting customers through challenging times
Talking to members, I know I am not alone in feeling concerned for the future of our nation. We are faced with a catalogue of issues: skills shortages after pandemic…
Introduction to Customer Journey Mapping (7 Jul 2022)
In the current environment, many organisations are reviewing the journeys they take their customers on, seeing what works and what to change in order to service customers in the future.…
Organisations need to reset to avoid customer service downward spin
It has been a really testing couple of years for individuals, families and businesses ā and the service industry has performed wonders to keep things going. Without doubt, the true…
Business Benchmarking: gathering additional customer insight
Our additional Business Benchmarking analysis enables you to make effective data-driven action-plans. It helps you dig deeper into the performance of different customer segments, makes sense of customer feedback and explains the links between satisfaction and loyalty. This article covers: What are CSI, NPS and Customer Effort? What is a data split (segment)? What is…
This content is only available to members.