Discount supermarkets report growth over festive period
The likes of Aldi and Lidl recorded significant sales increases in the 12 weeks preceding January
We have to get AI right from the outset, otherwise we’re building trouble for the future
From simple robotics to speed up a process, right through to intelligent AI that can learn for itself and make decisions, technology is reshaping our world and the way that businesses operate.
Businesses must resist short-term defensiveness in uncertain times
The Institute's twice yearly UK Customer Satisfaction Index (UKCSI) is perhaps our most revealing and comprehensive piece of research into the state and direction of standards of customer service.
Organisations, and service, must not stand still through Brexit uncertainty
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.
Using your moral compass to set company direction
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.
Gaining and maintaining trust is all about the right behaviours
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?
A sticking plaster doesn’t fix a broken leg
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.
Motability Operations: moving to a digital platform
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 four golden returns of better customer satisfaction
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.
A customer service policy
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.'