Is it really important for brands to listen to customers?
June 1, 2015The past few weeks have seen some big brand names making bold, strategic, decisions that go right to the heart...
Ideal Queen’s Speech: recognise importance of good customer service
May 27, 2015What’s really needed from the Queen’s speech
Bridging the customer service skills gap for prosperity
May 26, 2015The Autumn Statement underlined the importance of tackling youth unemployment in order to enhance UK competitiveness
Switch in a week legislation comes into play
May 26, 2015On the 16th September the Payments Council launched a new -‘7- day Switch’- account switching service (also called the Current...
Post-election: focusing politicians on customer service
May 8, 2015The election campaign has shown many themes across the parties that are very revealing of politicians thinking when it comes...
Jo Causon looks at some of the trends emerging in 2015
February 9, 2015Key trends that had started to emerge in 2014 and how we believed they will develop throughout 2015.
Putting an All-Party focus on Customer Service in the Utility sector
December 1, 2014The All Party Parliamentary Group on Customer Service was founded in July 2014 with an aim to raise awareness and...
Bringing complaints into focus with a series of masterclasses
November 24, 2014The UK Customer Satisfaction Index (UKCSI) shows that customer satisfaction has fallen nationally for the second consecutive year, from 77.9...
Creating a sustainable future: The relationship economy
August 29, 2014Customer expectations are certainly continuing to rise and their needs are evolving more rapidly, with convenience, ease of doing business...
How do you make sure customer service helps your business?
August 22, 2014With UK Customer Satisfaction at it’s lowest point since 2011 what can you do to make sure customer service helps...
What is Customer Service?
July 29, 2014Simply put, customer service is the sum total of what an organisation does to meet customer expectations and achieve customer...
How to implement efficient complaint handling?
April 14, 2014Institute of Customer Service response to the Public Administration Select Committee ‘More complaints please!’ report
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.