Customer Insight Magazine

Spring 2021

It seems like spring is finally here and there is lots to look forward to! We're really pleased to bring you the latest issue of Customer Insight Magazine, it is another packed issue and we hope you enjoy reading it as much as we've enjoyed creating it.

We learned from our readership survey what your favourite topics are, and we’re really pleased to bring you an issue that delivers those in spades.

The first of our case studies is from from Mitie, explaining how they’ve used customer research as the basis for a customer experience strategy that has delivered rapid gains in their NPS, with important lessons for all of us. We've also got pieces from Capgemini, Toyota and Covea insurance which address some of the challenges that the Covid pandemic has created.

We're really proud to back the Institute of Customer Service's 'Service with Respect' campaign. In this issue, we caught up with Chief Executive Jo Causon to find out all about the campaign. The campaign is a great way to show your frontline staff that you care about them, and for all of us to reflect on how we behave as customers.

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