The Grocer – M&S’s FTSE return shows the power of customer service
Jo Causon, the Institute's CEO, discusses M&S’s recent return to the FTSE 100, the impact of customer service on customer satisfaction, and what other retailers can learn from this.
Webinar: Head to Head with Andrew Miller (Motability Operations Group Plc)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent guest was Andrew Miller, Group CEO, Motability Operations Group Plc. Listen to Jo and Andrew discuss…
Trust and Customer Experience (15 Sept 2023)
Our Trust and Customer Experience workshop, facilitated by The Institute’s Academy experts, will help you build knowledge and understanding of the components of trust and the importance it plays in your organisation’s customer service strategy and culture. It will also…
Measuring What Matters (27 Feb 2023)
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 relational? Come to think of it, how do we measure…
Trust and Customer Experience (19 Jan 2023)
Our Trust and Customer Experience workshop, facilitated by The Institute’s Academy experts, will help you build knowledge and understanding of the components of trust and the importance it plays in your organisation’s customer service strategy and culture. It will also…
Product Launch: our Trust Index (1 Nov 2022)
In these testing times, trust has never been more fundamental to driving satisfaction and loyalty with your customers. Following feedback and requests from our members on their desire to address this, we are launching a new product. Please join…
Trust and Customer Experience (25 Nov 2022)
Our Trust and Customer Experience workshop, facilitated by The Institute’s Academy experts, will help you build knowledge and understanding of the components of trust and the importance it plays in your organisation’s customer service strategy and culture. It will also…
Connecting real empathy with technological efficiency
This week, we launched our latest insight report - "A Connected World? Ensuring the right blend of people and technology for customer service". In it we highlight both the potential of technology, but also the rising levels of frustration from…
Measuring What Matters (16 Sept 2022)
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 relational? Come to think of it, how do we measure…
Record customer service complaints point to trouble ahead unless businesses take action
Last month I wrote about the need for organisations to have a customer service reset in order to avoid the risk of a downward spin in satisfaction levels. This month, our latest six-monthly UK Customer Satisfaction Index (UKCSI) only reinforces…