Let’s not sleepwalk into a business leadership crisis
In times of uncertainty and change organisations need strong business leadership, more than ever. But does it exist in UK organisations and what impact does this have on service strategies?
Linking corporate governance to customer service is more important than ever
25 years after the UK's Corporate Governance Code was introduced there is no doubt it has had a positive effect. But there is more that can be done. Here, Jo Causon, outlines what that may be to build customer trust and improve customer satisfaction.
Why artificial intelligence & robotics should be embraced and not feared
What impact will artificial intelligence and robotics have on the customer experience? Is it a force for good?
BEIS consultation on the Green Paper on Corporate Governance Reform
Institute of Customer Service response to the Department for Business, Energy & Industrial Strategy's Green Paper on Corporate Governance Reform
Amazon tops the charts for satisfied customers
For the second year running, Amazon is the organisation with the highest levels of customer satisfaction in the country, according to the latest UK Customer Satisfaction Index (UKCSI) from The Institute of Customer Service.
Customer satisfaction rise underpins Tesco financial recovery
Tesco is today revealed as the most improved UK supermarket, with the company's upsurge in financial fortunes driven by a rise in customer satisfaction.
CMA consultation on The Retail Banking Market Investigation Order 2017
Institute of Customer Service response to Competition and Markets Authority consultation on The Retail Banking Market Investigation Order 2017
Customer satisfaction in the automotive industry is on the up, but businesses urged to ‘get it right first time’
The latest UKCSI gives the UK's automotive industry an overall customer satisfaction rating of 78.9 out of 100, 0.6 points higher than its July 2015 score.
Can you regulate for customer service?
A recent meeting of the All Party Parliamentary Group on Customer Service concluded outcome based regulation is the way forward
Adapting to changing customer needs
SSP's global head of customer service, Tracie Ward, discusses the ongoing transformation it takes to serve customers whose business models change daily