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…
The economic landscape continues to present different kinds of challenges for customers and employees alike. Equipping your people with the skills and knowledge helping them handle the more challenging interactions…
Following many months of campaigning, MP meetings Customer Service APPG sessions, in November 2021, Baroness Williams of Trafford tabled an amendment to the Sentencing Bill, which will make assaults on…
Join us at the online, member-only launch of The Institute’s latest Breakthrough Research: How Customer Behaviours are Evolving and the Implications for Organisations…
Our research shows customer purchasing decisions are increasingly influenced by an organisation’s Environmental, Social and Governance (ESG) agenda, despite some of the more recent challenging headlines. The results of our…
None of us wants to receive a complaint but when we do, how can we tackle it with the best mindset and use it as an opportunity to improve reputation…
The All-Party Parliamentary Group (APPG) on Customer Service raises awareness and understanding of customer service amongst parliamentarians and establishes a dialogue with UK organisations across all sectors. At our APPG…
Do you remember ‘normal’? It certainly feels like long a time ago… We’ve had a pandemic that tested families, communities and businesses to the limit, stretched on for two years…
It may feel like we have said this time and again over the past few years, but the UK (and, indeed, the world) is facing one of the most challenging…
It has been interesting to observe the growth and evolution of customer service over the past decade, and none more so than the past two years. The pandemic served to…