Learning to live with Covid
By Jo Causon, CEO, The Institute of Customer Service One of the things we are learning from the last 15 months is that it was easier to enter the Covid lockdown than it is to come out of it. This…
Rail shake-up offers lessons to put all organisations on the right track
By Jo Causon, CEO, The Institute of Customer Service The announcement of the governmentās plan for a new state-owned body, Great British Railways (GBR), that will manage many aspects of rail travel was the result of a long-running review, but…
Building and maintaining customer trust has become more important than ever
By Jo Causon, CEO, The Institute of Customer Service We all know that trust between organisations and their customers is an essential ingredient for success. When customers trust businesses, they are likely to interact with them more frequently, spend more,…
After a year of Covid-19, organisations need to stand back and think creatively
By Jo Causon, CEO, The Institute of Customer Service Itās been a tough 12 months for everyone living and operating through the Covid-19 pandemic. For businesses, it has been a real challenge to exist and adapt in the here and…
Service with Respect: we must not allow intolerance to be normalised
By Jo Causon, CEO, The Institute of Customer Service We launched our Service with Respect campaign in July last year, after our research amongst employees and customers showed a highly concerning rise in intolerant and abusive behaviour from customers towards…
With the green agenda taking root, there is an opportunity for organisations to show leadership
By Jo Causon, CEO, The Institute of Customer Service Despite the obvious challenges that we still all face, there are some positives that can be embraced and built upon. One of those is the rise of the green agenda as…
What have we learned? Ten tips for 2021
By Jo Causon, CEO, The Institute of Customer Service It has been an extraordinary and challenging year for everyone, and I do not imagine that 2021 is going to get off to an easier start; but as 2020 draws to…
Covid-19 learnings could help businesses make the adjustment to Brexit
By Jo Causon, CEO, The Institute of Customer Service Understandably, the nationās attention has been fully focused on the Covid-19 pandemic ever since it took hold in March. It has been a rollercoaster ride, for businesses as for individuals, families…
Stay true to your purpose and standards of service excellence
By Jo Causon, CEO, The Institute of Customer Service There is no doubt that we have now entered a third phase of dealing with the Covid pandemic. The first phase was characterised by a strong sense of āall in it…
The customer service agenda must be embedded in procurement processes
By Jo Causon, CEO, The Institute of Customer Service Nearly every business works with a range of suppliers on whom they depend for materials, products or services and the recent months have brought this into even sharper relief! Effective procurement…