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Offers of support from our membership network
April 6, 2020Our network of members and stakeholders are here to help other members through this crisis in a range of ways
Remote working in a customer service context: top tips
March 31, 2020For some employees, remote working or working from home is established practice. But for many employees in service organisations, it’s...
Top tips for maintaining great service in challenging times
March 31, 2020Due to the COVID-19 crisis, many traditional ways of working are no longer viable. A new normal is being established...
Top tips to serve your vulnerable customers better
March 30, 2020Vulnerable customers can go unnoticed by organisations – if you’re not looking for the signs, you might easily miss them....
CEO Video: The importance of service in a time of crisis
March 30, 2020The Institute’s CEO, Jo Causon, discusses the importance of customer service at this time and of delivering on promises, looking...
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...
Blog, tips, research and updates…
UK’s worst street for broadband speed 800 times slower than the fastest
The service opportunity in 2020
Plum users complain about withdrawal issues
HSBC and Santander ordered to refund customers for overdraft charges
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