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 nation’s 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 ‘all 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…
Time to move forward and build for the future
By Jo Causon, CEO, The Institute of Customer Service It certainly feels that we are at an interesting juncture right now. We are out of the crisis phase of Covid-19 and into a second, different phase. But we are by…
Organisations: adopt a zero tolerance approach to hostility and abuse
By Jo Causon, CEO, The Institute of Customer Service As lockdown measures ease and businesses across the country open their doors, society appears to be settling in to the ‘new normal’. However, a worrying trend has begun to emerge, with…
Backing our essential workers: service with respect
By Jo Causon, CEO, The Institute of Customer Service One of the consistent themes throughout the Covid-19 pandemic and lockdown has been a rising appreciation of the invaluable work that our essential workers perform. Health workers have obviously been in…
Tough short-term decisions must not be at the expense of long-term performance and productivity
As lockdown measures begin to ease, leaders are facing the fresh challenge of when and how to bring their workforce back into the business.
Moving into the next phase of the Covid-19 crisis, the real test for businesses begins
Increasing numbers of consumers are becoming more careful over what they spend, showing more discernment, taking a less is more approach, and valuing most of all a sense of experience rather than a mere transaction.
Lockdown learnings: what’s emerged so far, and what does it mean for the future?
The UK has been living in lockdown for more than five weeks now. But what have the learnings been so far and what are we likely to carry forward into the future on a long-term basis?