Featured ⋆ Page 17 of 17 ⋆ Institute of Customer Service

Act now to rebuild consumer confidence and safeguard your organisation’s future

May 26, 2020
Jo Causon

Organisations must take the time to gain absolute clarity over who they are serving and how they are serving them - and use this as a central pillar around which to rebuild.

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Easing of lockdown presents a new set of challenges for leaders – they must remain focused on their purpose

May 19, 2020
Jo Causon

As we tackle the intractable challenges ahead, it is the job of leaders to remain focused – and ensure that in dealing with short-term decisions, they do not lose sight of their long-term purpose.

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Relaxation of lockdown limitations must be met with responsibility

May 13, 2020
Jo Causon

Coronavirus has taught all of us that commercial imperatives cannot be all that drives our decision making. Evidence shows that where the board takes responsibility for customer experience, employee engagement increases and levels of customer satisfaction rise. Ultimately in the longer-term higher levels of performance emerge.

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British public prioritise the needs of others in customer service

May 5, 2020
Jo Causon

The importance of customer service has been thrust into the forefront by this crisis. I think the results reflect that brands may have been benefiting from a period of tolerance from customers, but this may diminish as time goes on.

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What businesses learn from the COVID-19 crisis will shape their future

May 5, 2020
Jo Causon

To adapt successfully to the next Covid-19 phase, businesses need to take stock of what they have learnt over the past weeks - and provide a clear framework for what should be taken forward, and what should be discarded.

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Now is the time for leaders to take stock of learnings from the COVID-19 crisis

April 28, 2020
Jo Causon

As the lockdown continues, tensions will inevitably rise - and a shift in the public mood does seem likely. Businesses should be prepared to navigate the challenges of the next few months in the face of increasing pressure from both customers and employees – and effective service will be vital to ensure they remain committed and loyal when we move past the pandemic.

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The right training is key to delivering brilliant service – and keeping furloughed staff engaged and ‘match-fit’

April 21, 2020
Jo Causon

We will, eventually, move past this. And when we do, those businesses that have done the right thing by customers and employees - and been genuine and true to their purpose - will be in the strongest position to rebound.

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The COVID-19 pandemic has proven just how vital our service nation is

April 15, 2020
Jo Causon

Now is the time to harness our knowledge, capabilities and innovation, to engage with employees and customers to truly become a service nation that is recognised and admired across the world.

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Innovative thinking necessary to navigate the COVID-19 crisis

April 8, 2020
Jo Causon

Organisations across all sectors will have huge sections of their workforce whose services - temporarily at least – they don’t require and can’t sustain. How they handle this dilemma will shape how they’re viewed by employees and customers long into the future.

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Maintaining and building customer loyalty during the COVID-19 crisis

March 26, 2020
Jo Causon

Brilliant organisations don’t do something to be seen to be doing it. They do it because it is relevant to their purpose and the right thing to do. As part of our Inspiring a Service Nation campaign – developed and launched before we knew of the impending crisis - we have been calling on businesses to stand up and be counted for the good of the country.

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