Consumer Council for Water: Draft Forward Work Programme for England and Wales (2018-2021)
Institute of Customer Service response to the Consumer Council for Water's draft forward work programme.
Purpose and personalisation – two keywords for 2018
As the New Year gets under way, for many people it's a time of reflection and resolution, with many individuals considering their current roles and careers. What will it mean for you?
A time for giving: Macmillan is top charity for satisfying customers and donors
A new report from The Institute reveals that Macmillan has secured top spot amongst UK charities, based on the experiences consumers have in their interactions with UK charities.
Service agenda holds up in tough 2017, but 2018 will be tougher still
As we approach the end of 2017 it seems fitting to look back and ask how organisations have fared with the customer service agenda this year and to anticipate what may follow in 2018.
The four golden returns of better customer satisfaction
The Institute of Customer Service has long believed that organisations who deliver excellent service to customers experience better financial performance as a result. Now, in a seminal report, we have the hard evidence that shows it.
Becoming an organisation without boundaries
Customers don't just benchmark you against others in your industry, they compare the service from your organisation against that of their favourite and most trusted brands. It's a rising bar for all.
Technology: how smart do we want it to be?
From artificially intelligent digital assistants to smart heating systems, washing machines and fridges, smart technology is multiplying and changing how we live. But what are the implications for the customer experience agenda?
More to do for technology to truly enhance customer service
Ahead of World Digital Week, the CEO of The Institute of Customer Service, Jo Causon, explores how technology must blend with the human touch to drive great customer service.
UK tourism has a massive opportunity if it can get service right
This year is one of the most important yet for the UK tourism industry. But is it getting its customer service right?
Organisations need to hold their nerve and stick to a service agenda
We are living in truly challenging times for business leaders. But the worry is that when spending tightens and the economy is more difficult, many businesses focus either on lowering prices to keep customers spending, or on cutting costs. Or both.