It may be hard to believe, but two years have now passed since the historic referendum on Brexit. We stand just nine months away from leaving the EU, albeit with a transition period set to run to the end of 2020.
Customer satisfaction and transparency are what make a company a genuine 'going concern', but to build trust we would benefit from an additional, wider, definition of 'going concern' that is not confined to financials alone.
The Institute's latest conference produced debate on how organisations can develop game-changing strategies in an increasingly unpredictable environment. But are organisations learning from others' mistakes and what should they be doing?
Redrow Homes outline the challenge of providing a consistent customer experience across the country.
Organisations may be better dealing with issues & complaints, but they are not dealing with systemic problems. It's a little bit like trying to use a sticking plaster to fix a broken leg.
The Motability scheme is a vital service for people with severe disabilities through which individuals can use their government mobility allowance to lease a car, scooter or power chair. Service is central to their offer, but they needed inspiration, help and advice, so turned to The Institute for support. Read on to find out why.
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.
Claims Consortium specialise in claims for property damage from perils such as storm, flooding or fire. Integral to the group's success has been a focus on customer service. You only have to read a short way down the homepage on their website before you come to the statement: 'Customer service is the foundation of everything we do.'
As 'the power behind energy efficiency, IMServ provides energy data and metering services to a range of customers. It was about five years ago that senior management at IMServ realised they needed to do more around the service agenda and they argue that The Institute provided that framework.
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.