Service with Respect: new legislation
New legal protections for customer-facing workers - which we have been campaigning for through our Service with Respect initiative - came into force as of July 2022. The new legislation…
Trust Index
Trust is fundamental to driving satisfaction and loyalty with your customers. The external business environment is more complex, and trust is becoming increasingly important, but harder to sustain. The uncertainty…
The rise of vulnerability and exclusion: supporting customers through challenging times
Talking to members, I know I am not alone in feeling concerned for the future of our nation. We are faced with a catalogue of issues: skills shortages after pandemic…
Introduction to Customer Journey Mapping (7 Jul 2022)
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…
Organisations need to reset to avoid customer service downward spin
It has been a really testing couple of years for individuals, families and businesses ā and the service industry has performed wonders to keep things going. Without doubt, the true…
Business Benchmarking: gathering additional customer insight
Our additional Business Benchmarking analysis enables you to make effective data-driven action-plans. It helps you dig deeper into the performance of different customer segments, makes sense of customer feedback and…
Continually upskilling our workforce is essential for our future as a service nation
Recent headlines bring into sharp focus that we are living through one of the mostĀ volatile periods in history. In addition to the challenges post-Covid and the escalating cost of living…
UKCSI July 2022 Launch: member-exclusive webinar (5 Jul 2022)
Join us for the member-only launch webinar of the latest UK Customer Satisfaction Index (UKCSI), where we share the highlights and analysis of the current state of customer satisfaction. Our…
Handling Challenging Interactions With Confidence (14 Jul 2022)
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…
Breakthrough Research: How Customer Behaviours are Evolving and the Implications for Organisations – webinar recording
On 17 May, we launched our Breakthrough Research on the evolution of customer behaviours and the implications for organisations. Brian Weston, The Institute's Head of Research and Insight, shared an…