Institute of Customer ServiceinService InsightCalm leadership and focus needed in unprecedented coronavirus timesBy Jo, CEO, The Institute of Customer ServiceMar 26, 2020Mar 26, 2020
Institute of Customer ServiceinService InsightHousing sector: what are the key priorities?The Grenfell Tower fire in June 2017 left 72 people dead, just as many injured, and was the UK’s worst residential fire since the Second…Mar 8, 2020Mar 8, 2020
Institute of Customer ServiceinService InsightWhy future service winners have to be innovatorsThe higher you climb, the further you have to fall. Mark Gait talks to Customer Focus about how the best way to fight increased customer…Feb 21, 2020Feb 21, 2020
Institute of Customer ServiceinService InsightA time to stand back and reflect at a critical juncture for customer serviceJust as we recently celebrated ten years of the UK Customer Satisfaction Index (UKCSI), so in a couple of weeks’ time The Institute will…Feb 20, 2020Feb 20, 2020
Institute of Customer ServiceinService InsightThe secrets of first direct’s successSince The Institute of Customer Service’s UK Customer Satisfaction Index (UKCSI) launched a decade ago, first direct has consistently…Feb 18, 2020Feb 18, 2020
Institute of Customer ServiceinService InsightThe UK Customer Satisfaction Index: A decade retrospectiveThe UKCSI is a national barometer of customer satisfaction which has, over the past decade, provided an independent benchmark of the state…Feb 4, 2020Feb 4, 2020
Institute of Customer ServiceinService InsightNow’s the time for a service excellence reset to drive satisfaction back upFor over a decade now, The Institute has been tracking customer satisfaction, publishing our UK Customer Satisfaction Index (UKCSI) every…Feb 3, 2020Feb 3, 2020
Institute of Customer ServiceinService InsightThe service opportunity in 2020There’s no doubt that 2019 has been a challenging year for many businesses, dominated by uncertainty over Brexit and a subdued economy…Feb 3, 2020Feb 3, 2020