Customer satisfaction rise underpins Tesco financial recovery
January 18, 2017Tesco is today revealed as the most improved UK supermarket, with the company’s upsurge in financial fortunes driven by a...
CMA consultation on The Retail Banking Market Investigation Order 2017
December 22, 2016Institute of Customer Service response to Competition and Markets Authority consultation on The Retail Banking Market Investigation Order 2017
Customer satisfaction in the automotive industry is on the up, but businesses urged to ‘get it right first time’
July 27, 2016The latest UKCSI gives the UK’s automotive industry an overall customer satisfaction rating of 78.9 out of 100, 0.6 points...
Can you regulate for customer service?
July 14, 2016A recent meeting of the All Party Parliamentary Group on Customer Service concluded outcome based regulation is the way forward
Adapting to changing customer needs
July 4, 2016SSP’s global head of customer service, Tracie Ward, discusses the ongoing transformation it takes to serve customers whose business models...
BIS consultation on Tipping, Gratuities, Cover and Service Charges
June 27, 2016Institute of Customer Service response to Department of Business, Innovation and Skills consultation on Tipping, Gratuities, Cover and Service Charges
APPG for Education Inquiry: Do schools prepare young people for their future careers?
June 13, 2016The Institute of Customer Service’s evidence to the APPG for Education Inquiry: Do schools prepare young people for their future...
5 opportunities for growth within the retail sector
May 31, 2016The latest UK Customer Satisfaction Index suggests that, in the retail sector, growth and market share continue to be linked...
What Leicester City can teach us about delivering awesome customer experiences
May 13, 2016Can customer service leaders learn from Leicester City’s triumph?
CMS Committee inquiry on cyber security
April 19, 2016Institute evidence to the Culture, Media and Sport Committee inquiry – Cyber security: Protection of personal data
BIS Committee digital economy inquiry
April 14, 2016Institute evidence to the Business, Innovation and Skills Committee inquiry on the digital economy
Employee engagement: how it affects the customer experience
April 13, 2016Employee engagement may be understood as a source of competitive advantage, but are Boardrooms really closing the gap between their...
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.