Join us at the online, member-only launch of The Institute’s latest Breakthrough Research: The Profession of Customer Service. The profession of Customer Service has evolved and expanded to include a range…
Reports this week of energy companies and the banking sector amassing large profits as the cost-of-living crisis continues for many have been met with ire from consumers and commentators alike…
This meeting is exclusive to Trusted Advisory Network members of The Institute. Anne Stoddart, The Institute’s Commercial Director, will be hosting this 90 minute session alongside a senior colleague…
At last we might be beginning to see some light at the end of the tunnel. This week has seen some, if not positive, then at least far from disastrous…
I think it would be fair to say that the subject of leadership is under greater scrutiny than ever and, some might argue, in short supply! A key aspect of…
As 2023 gets underway, the UK economy is hovering on the verge of a recession. With the cost of living crisis making itself felt and inflation still around double digits,…
Our latest UK Customer Satisfaction Index, released this week, paints a concerning picture as to the future of our Service Nation. Overall customer satisfaction showed a decline of 0.7 points, and…
In the current environment, many organisations are reviewing the journeys they take their customers on, seeing what works and what to change in order to service customers in the future…
Our Connecting Customers with Digital workshop, facilitated by The Institute’s Academy experts, builds skills and capability to support customers with digital engagement, through using a coaching approach. Building customer confidence with…
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…