Introduction to Customer Journey Mapping (11 Nov 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…
Resetting our service nation
I wrote last week on the need for unity and the importance of demonstrating values through our actions. As both business and society reset themselves after a period of national…
ServCheck: Getting started with your survey
ServCheck is a powerful tool that measures your team’s alignment and engagement with your customer service strategy. It provides an independent measure and framework to drive a service culture across…
Introduction to Vulnerable Customers – Workshop for Managers (18 Oct 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…
Standing up for those who continue to put work first
As schools return and holiday season draws to a close for most workers, it is important that we, as service leaders, pay due attention to those who have seen us…
Service Experience Model
An independent framework to help you develop, transform and future-proof your customer experience. Consumer needs, preferences and behaviours are changing fast. As a result, companies should assess the ability of…
Breakthrough Research: A Connected World? – webinar recording
On 24 August, we launched our Breakthrough Research on technology and the future of customer experience. Brian Weston, The Institute's Head of Research and Insight, shared an overview of the…
In the face of a storm, let’s not abandon our strongest defences
Last week’s grim, if not entirely unexpected, announcement from the Bank of England of an imminent fall into recession for the nation will have business leaders - and their people…
Support customer-facing staff so they can support the business
As the cost of living crisis continues to escalate, putting increased pressure on customers and organisations alike, the role of customer service professionals has never been more pivotal - or…
Measuring What Matters (16 Sept 2022)
We can measure customer metrics that are transactional and tangible. But how do we measure those metrics that are essential to building trust, loyalty, and sustainable relationships: the non-tangible, the…