Focusing on customer service is essential for businesses to rebuild trust, says CBI director-general

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CBI director-general John Cridland - speaking at the Institute of Customer Service annual AGM - called on British businesses to put customer service at the heart of their strategy to build consumer confidence and stimulate sustainable, long-term recovery.

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“Customer service is integral to the way that business is perceived, and will be central to economic recovery.”

CBI director-general John Cridland has called on British businesses to put customer service at the heart of their strategy to build consumer confidence and stimulate sustainable, long-term recovery.

Speaking at the 15th AGM of the Institute of Customer Service, John Cridland said:

“Customers want to deal with organisations they can trust to keep their promises. The organisations who will achieve long-term success are those that put the customer experience at the heart of their strategy and operations.

“Despite continuing economic challenges, there are underlying strengths in the British economy. Many businesses are performing well, employment levels are recovering and British companies are increasing their exports to emerging markets.

“Customer service is integral to the way that business is perceived, and will be central to economic recovery.”

Jo Causon, chief executive of the Institute of Customer Service added: “John Cridland’s comments show that customer service is high on the agenda, not just for organisations who are seeking to achieve competitive differentiation, but as a key driver in building a healthy and sustainable economy.“

Des Benjamin, CEO of Simplyhealth and newly appointed president of the Institute of Customer Service commented: “In tough economic times, customer service can help organisations in many ways. Companies with high standards of customer service are better positioned to retain customers and acquire new ones. Above all, customer service builds trust, which is becoming an increasingly essential element of where and how customers choose to buy services.”

Additional information
The 15th AGM of the Institute of Customer Service was held on 19th July in central London.
Speakers were:
John Cridland, director-general, CBI
Des Benjamin, chief executive, Simplyhealth and president, Institute of Customer Service
Mary Chapman, chairman, Institute of Customer Service
Jo Causon, chief executive, Institute of Customer Service

About the Institute of Customer Service

The Institute of Customer Service is the professional body for customer service delivering tangible benefit to organisations and individuals so that our customers can improve their customers’ experience and their own business performance.

The Institute is a membership body with a community of almost 400 organisational members - from the private, public and third sectors - and over 3,000 individual memberships.

For more information about the Institute of Customer Service go to: http://www.instituteofcustomerservice.com

Contact

For further information or an interview with Jo Causon, please contact:

Brian Weston, director of marketing and communications, Institute of Customer Service.

T: 01206 216180
M: 07585 603446
E: brian.weston(at)icsmail(dot)co(dot)uk

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