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
BIS consultation on Tipping, Gratuities, Cover and Service Charges
Institute of Customer Service response to Department of Business, Innovation and Skills consultation on Tipping, Gratuities, Cover and Service Charges
APPG for Education Inquiry: Do schools prepare young people for their future careers?
The Institute of Customer Service's evidence to the APPG for Education Inquiry: Do schools prepare young people for their future careers?
5 opportunities for growth within the retail sector
The latest UK Customer Satisfaction Index suggests that, in the retail sector, growth and market share continue to be linked to customer satisfaction. Here are five ways to impress consumers
What Leicester City can teach us about delivering awesome customer experiences
Can customer service leaders learn from Leicester City's triumph?
CMS Committee inquiry on cyber security
Institute evidence to the Culture, Media and Sport Committee inquiry - Cyber security: Protection of personal data
BIS Committee digital economy inquiry
Institute evidence to the Business, Innovation and Skills Committee inquiry on the digital economy
Employee engagement: how it affects the customer experience
Employee engagement may be understood as a source of competitive advantage, but are Boardrooms really closing the gap between their perceptions and those of their staff?
7 factors influencing the future of customer service measurement
The Institute's research reveals a number of areas that organisations should measure to gauge customer satisfaction levels