Our thinking on the customer service experience

Private and public sector organisations both face a constant service challenge: to understand, meet and exceed the demands of their customers, whilst also improving business performance and controlling costs.

Our thinking presents videos, articles and discussions on the issues, case studies tools, techniques and key lessons that organisations can learn from in their journey to improve the customer experience and put service first.

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Why social media matters in complaints management

With conflicting reports on its value to organisations, how can leaders decide whether social media is something that really matters when prioritising budgets for complaint management?

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