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The rising cost of a poor people strategy
October 23, 2019We find issues all along the recruitment-retention-development continuum. Each element is equally important for a rounded people strategy, but recruitment...
Shell to offset customer emissions at no cost
October 21, 2019Oil and gas giant will help customers reduce their CO2 footprint
Almost half of all recruitment fails, costing the UK economy £17.6bn a year
October 18, 2019New research conducted by The Institute of Customer Service reveals that ineffective recruitment costs the UK £17.6bn annually.
BT back on the high street with customer service also returning to the UK
October 17, 2019Company to co-brand stores with EE and repatriate support centres
Vodafone customers hit by bills of up to £10,000 following error
October 15, 2019Vodafone customers unable to reach operator after incorrect roaming charges applied
Millions of UK customers overcharged for home and car insurance
October 14, 2019Increased insurance premiums after renewals costing £200 extra per person a year on average
Thomas Cook customers may have to wait several weeks for refunds
October 10, 2019A large number of customers are unlikely to receive their money back before December
Prudential hit with large fine for misleading customers
October 4, 2019The FCA has fined the company for its failure to tell customers key facts
Monzo rethinks its Plus account
October 4, 2019The app-based bank’s fee-charging packaged account is no longer available to new customers
National Customer Service Week provides a focal point that should become business as usual
October 4, 2019A chance to embed positive change
New Virgin Atlantic Airbus hits luxury heights
October 3, 2019The new Airbus A350-1000 features an interior revamp and several innovative customer-friendly features
Half a million households and businesses experience slow broadband
October 1, 2019Ofcom has revealed that almost 2% of the population are affected by poor broadband connections
Blog, tips, research and updates…
People and good data remain key to personalised service
The media has recently been awash with stories, including this one in The Telegraph, about…
Customer Service Root Cause Analysis Video
Our Customer Service Root Cause Analysis Workshop will focus on ways of improving customer experience…
UKCSI Open Webinar Jan 2024
We recently hosted a special version of our January 2024 UKCSI launch webinar, accessible to…
It is mission critical to turn around the decline in UK customer satisfaction
It is certainly disappointing and concerning that UK customer satisfaction has fallen again (the third…
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