Whatās in the box? A great deal, or a great deal of disappointment? Itās a good concept for a game show, but potentially a poor strategy for building meaningful and valuable long-term customer relationships, which is critical to our long-term…
This week we launched ourĀ Trust Indexā¢, an in-depth and independent evaluation of the true drivers and value of trust amongst British brands. Trust is high on the news agenda. And yet trust is a difficult factor to measure, with every…
New research conducted by The Institute of Customer Service reveals that ineffective recruitment costs the UK Ā£17.6bn annually.
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…
Our Trust and Customer Experience workshop, facilitated by The Instituteās Academy experts, will help you build knowledge and understanding of the components of trust and the importance it plays in your organisationās customer service strategy and culture. It will also…
This weekās Jubilee celebrations come at a strange time for the country - in the wake of supply chain issues, the emerging post pandemic challenges, and the geopolitical uncertainty. Add to that to rising inflation and the escalating cost of…
By Jo Causon, CEO, The Institute of Customer Service Last week, we launched our latest piece of breakthrough research, examining how work culture, environment and practices could change over the next five years. The research is one of the most…
By Jo Causon, CEO, The Institute of Customer Service Last week we shared fresh insights on the daily fear that many of our customer service colleagues are forced to operate under. They provide a robust riposte to those tempted to…
By Jo Causon, CEO, The Institute of Customer Service It's no secret that the nation is facing a severe skills shortage. Even before the pandemic hit, many industries were experiencing challenges from a lack of skilled professionals - and this…
By Jo Causon, CEO, The Institute of Customer Service The turbulence of the past 18 months has placed us all on high-alert, and organisation's risk management strategies have truly been put to the test to deal with the multitude of…