Knowing your customers

Exceptional customer service is often the difference between a good company and a great one. This week, as part of the Institute of Customer Service’s National Customer Service Week, we’re exploring key customer service topics to help brands of all shapes and sizes to improve their customer service and put their organisation ahead of the […]

Dealing with a super detractor

When someone in the insight industry comes across poor customer experiences from one of the country’s biggest energy suppliers, it’s difficult not to reflect on where it all went wrong. Here, Head of Marketing Liana Vickery explores the very real complaint procedure she had to endure and how, with just a few simple steps, things […]