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.
Institute of Customer Service evidence for the Independent Review of Employment Practices in the Modern Economy
Institute of Customer Service response to Competition and Markets Authority consultation on The Retail Banking Market Investigation Order 2017
SSP's global head of customer service, Tracie Ward, discusses the ongoing transformation it takes to serve customers whose business models change daily
The latest UK Customer Satisfaction Index suggests that, in the retail sector, growth and market share continue to be linked to customer satisfaction. Here are five ways to impress consumers
Openreach has longstanding membership of the Institute through BT Group. Having entered “ and won “ an award in the National Customer Service Awards for ˜best application of technology' earlier in 2015, the company had begun to get more involved with Institute activities. And National Customer Service Week (NCSW) seemed like another great initiative to get behind.
Institute of Customer Service response to Financial Conduct Authority consultation CP15/41: Increasing transparency and engagement at renewal in general insurance markets
Marks & Spencer aims to be synonymous with the highest standards of customer service, 365 days a year. National Customer Service Week provides an opportunity to focus on what it takes to achieve that aim, and to recognise and reward those values in a way that shows a year-round return.
If we agree that a key organisational driver is to deliver customer service in a way that satisfies our customers, so it's important to know how satisfied our customers are. What are the techniques involved?