Knowing you’re delighting your customers is the holy grail for any business.

One of the things that caught my eye in the Institute of Customer Services UK’s (UKSCI) most recent report on customer satisfaction was the suggestion that a growing number of customers are prepared to pay more for improved service.

All businesses experience peaks and troughs in customer activity throughout the year. What makes the difference is how you handle these occasions.

Capita’s white paper explores how focusing on empathy, kindness and sincerity will equip organisations to help their most vulnerable customers.