In the week that a number of large retailers update the city and the British Retail Consortium releases its latest figures, UK retailers continue to outperform rival sectors to take the top spot in the UK Customer Satisfaction Index. But,
Technology is driving the customer experience in ways the industry has never experienced before. But is this always a good thing? The problem with any new offering is that unless the support network is there to ensure it remains in
The Institute of Customer Service has announced representatives from leading retailers will present at its annual conference. The event, focusing on ‘Customer Service: Strategies for the new global economy’, will take place at the Lancaster London Hotel on 25 February 2014. Exploring how
UK consumers today face significantly less problems when buying goods and services than they did five years ago, but they are more inclined to complain when things do go wrong, according to a new report by the Institute of Customer
More than two thirds (69%) of top retailers are using online sales or support chat as a customer service channel, according to a new whitepaper by contact centre specialist, TELUS International, in partnership with Kenna LLC. The paper, Live Chat Market Adoption –
Bored and disinterested staff are working in high street shops and utilities companies, according to a new study among 2,000 consumers by the Institute of Customer Service. And, the Institute claims UK businesses may be missing an opportunity to maximise
Research from the Institute of Customer Service (ICS) reveals retailers with better customer service post stronger sales results. The 2012 UK Customer Satisfaction Index (UKCSI) found in challenging conditions for the retail industry, customer service is playing an increasingly crucial role
UK firms fear losing 10% of their customer base over the next three years at a cost of almost £2.25bn, according to a study by the Institute of Customer Service (ICS). Business leaders warn of an impending war for customers
Administrations in the pubs, clubs and bars sector for Q4 2010 increased by almost a quarter at the end of 2010, as the unprecedented December weather took its toll on licensed operators. The statistics from the sector, published by the
Credit card issuers in the US are working harder than ever to retain existing customers and attract new ones, according to Mintel Comperemedia, a service that provides direct marketing intelligence. Credit card mailings are up dramatically from this time a
Leading supply chain directors from retailers and FMCG suppliers across the food and grocery industry will outline their plans for change and strategies to meet future challenges at the IGD’s Supply Chain Summit, 18 November 2010, QEII Conference centre, London.
