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Thought leadership

Cridland says customer service is the best path 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.”

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