Stay informed with our latest research, insight and thought leadership
Below are some of the articles and research pieces we think you might like. Sign up for our updates to get the latest in your inbox each week.
Maintaining and building customer loyalty during the COVID-19 crisis
March 26, 2020Brilliant organisations don’t do something to be seen to be doing it. They do it because it is relevant to...
Calm leadership and focus needed in unprecedented coronavirus times
March 25, 2020The job of leaders is to keep a level head, stay focused, and navigate the best way forward with the...
A time to stand back and reflect at a critical juncture for customer service
February 20, 2020Take a moment and reflect on where you really are in your customer service journey. Does it reflect your purpose...
The FT: Shops can prosper if they treat customers with care
January 28, 2020Following BRC-KPMG’s Christmas Retail Sales Monitor reporting tough trading conditions, the FT published this letter from our CEO, Jo Causon. ...
Lloyds introduces highest overdraft rate to date
January 24, 2020The new overdraft rate of up to 49.9% will affect customers with poor credit scores
Saga customers receive surprise windfall
January 24, 2020The company decided to compensate customers after acknowledging a previous mistake
Now’s the time for a service excellence reset to drive satisfaction back up
January 24, 2020After five successive drops “stretching back over a period of two and half years” the time has surely come for...
Greggs kicks off nationwide delivery service
January 23, 2020The bakery firm is partnering with Just Eat to launch the new service
Santander customers faced with interest rate slash
January 17, 2020The changes, which will be introduced in May, will also see cashback capped
Ford Puma model wins Car of the Year award
January 16, 2020The new model was crowned best of the automobile bunch at an awards ceremony in London
Yahoo mail crash affects email users
January 15, 2020The problems on 14 January affected Yahoo Mail users, as well as some customers with BT and Sky email addresses
Burger King grilled over new plant-based burger
January 10, 2020The fast food outlet’s Rebel Whopper burger isn’t suitable for vegetarians or vegans
Blog, tips, research and updates…
Head to Head with Phillippa Cardno (Newbury Building Society)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to…
Navigating uncertainty requires clear and calm leadership
When was the last time things felt ‘normal’? Most of us would probably agree that…
Service in the headlines for the right reasons
We live in a world where poor customer service is increasingly dominating the headlines. As…
Financial Times Weekend Magazine feature: How did customer service get so bad?
Our CEO, Jo Causon, discusses the work of The Institute for a cover story…
Events
We also hold regular events and webinars. Most are exclusive to our members and some are open to all business leaders and customer service professionals.
Stay informed
Get all the latest Thought Leadership pieces sent to your inbox each week.