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Thought leadership for CEOs and Customer Service Professionals
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Calm leadership and focus needed in unprecedented coronavirus times
Calm leadership and focus needed in unprecedented coronavirus times
By Jo, CEO, The Institute of Customer Service
Institute of Customer Service
Mar 26, 2020
Housing sector: what are the key priorities?
Housing 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…
Institute of Customer Service
Mar 8, 2020
Why future service winners have to be innovators
Why future service winners have to be innovators
The higher you climb, the further you have to fall. Mark Gait talks to Customer Focus about how the best way to fight increased customer…
Institute of Customer Service
Feb 21, 2020
A time to stand back and reflect at a critical juncture for customer service
A time to stand back and reflect at a critical juncture for customer service
Just as we recently celebrated ten years of the UK Customer Satisfaction Index (UKCSI), so in a couple of weeks’ time The Institute will…
Institute of Customer Service
Feb 20, 2020
The secrets of first direct’s success
The secrets of first direct’s success
Since The Institute of Customer Service’s UK Customer Satisfaction Index (UKCSI) launched a decade ago, first direct has consistently…
Institute of Customer Service
Feb 18, 2020
The UK Customer Satisfaction Index: A decade retrospective
The UK Customer Satisfaction Index: A decade retrospective
The UKCSI is a national barometer of customer satisfaction which has, over the past decade, provided an independent benchmark of the state…
Institute of Customer Service
Feb 4, 2020
Now’s the time for a service excellence reset to drive satisfaction back up
Now’s the time for a service excellence reset to drive satisfaction back up
For over a decade now, The Institute has been tracking customer satisfaction, publishing our UK Customer Satisfaction Index (UKCSI) every…
Institute of Customer Service
Feb 3, 2020
The service opportunity in 2020
The service opportunity in 2020
There’s no doubt that 2019 has been a challenging year for many businesses, dominated by uncertainty over Brexit and a subdued economy…
Institute of Customer Service
Feb 3, 2020
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