A new report from The Institute of Customer Service reveals that UK consumers are more than willing to pay a premium for goods and services, in return for excellent service – despite the...

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We are heading into the ‘year of loyalty’, where businesses that invest in their employees and customers will give themselves a platform for success. The experience of the last 12 months – and...

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Those organisations which allow customer service standards to drop will feel the impact on the bottom line – not always immediately, but inevitably and significantly in the longer term. This is the...

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