Institute of Customer Service

4 key trends from the 2021 ICS UK Customer Satisfaction Index

Published on: February 12, 2021
Author: Pauline Ashenden - Demand Generation Manager

How are customer needs changing and how satisfied are consumers with the service they are receiving? The latest Institute of Customer Service UK Customer Satisfaction Index provides key insights for everyone in the industry...

Customer service: what you can learn from great historical figures

Published on: June 11, 2020
Author: Pauline Ashenden - Demand Generation Manager

To help inspire customer service teams, we’ve looked back through history to pinpoint key insights that help deliver best practice today. In the first of our three-part-series we focused on the thoughts of the great minds of classical antiquity. In this follow-up, we focus on pearls of wisdom from key historical figures from the Renaissance to the late modern period...

Why the golden rules of service by Fred Sirieix should inspire all of us

Published on: April 23, 2020
Author: Pauline Ashenden - Marketing Manager

Consumers expect the same high levels of service from every company in any sector. This means that any business in almost any industry can learn from service-oriented sectors such as restaurants and hospitality, especially from Fred Sirieix’s 10 Golden Rules of Service.

Customer Service in 2020: Reflect, Refocus, Reignite

Published on: March 11, 2020
Author: Pauline Ashenden - Marketing Manager

The recent Institute of Customer Service Conference provided the perfect opportunity to bring the industry together to share best practice, highlight strengths and look to the future. The event’s theme “Reflect, Refocus, Reignite” perfectly summed up what companies and organisations really need to do during these challenging times, as our report explains....

The impact of worsening UK customer satisfaction

Published on: February 05, 2020
Author: Pauline Ashenden - Marketing Manager

Customer satisfaction in the UK is getting worse, according to the latest Institute of Customer Service’s UK Customer Satisfaction Index (UKCSI). Why are brands slipping back and what do they need to put in place to meet rising customer expectations?

National Customer Service Week 2019: The 3 key factors behind successful customer service

Published on: October 09, 2019
Author: Pauline Ashenden - Marketing Manager

We’re now partway through National Customer Service Week (NCSW), which runs from the 7th-11th October. While how it is celebrated varies across the globe, there are three factors that unite good customer service - you need to get all of these right if you are to deliver the service and experience that today’s consumers expect.

4 ways to drive recognition in your customer service team

Published on: September 18, 2019
Author: Anne-Merete Jensen - Senior Business Consultant

Recognition means ensuring that the efforts of your agents are recognised and celebrated. How can you achieve this? Based on our experience, here are 4 recognition programs that really increase morale for all.

Why customer service is key to building brand trust

Published on: August 29, 2019
Author: Pascal Gauvrit - CTO

As the Summer holidays come to an end, it’s the perfect time to highlight the importance of service and experience to business success. Ahead of National Customer Service Week, we’ll be looking at key areas for customer service, starting with trust.

Analyzing CX sentiment in 2019

Published on: April 12, 2019
Author: Pauline Ashenden - Marketing Manager

It’s been a busy few weeks in customer experience, with the Institute of Customer Service’s Annual Conference and the Call and Contact Centre Expo both happening in the UK. What do the events teach us about the state of UK CX?

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