To mark the launch of Peter Cross's new book, Start with the Customer, co authored by Jo Causon, The Institute of Customer Service released some new consumer research showing that UK customers are happy to sacrifice speed for quality…
As part of her regular slot as business guest on BBC Radio 5 Live's Wake up to Money, our CEO Jo Causon discussed The Institute's Service with Respect campaign to shine a light on the abuse of customer-facing workers…
As part of her regular column with Forbes, our CEO Jo Causon discusses the key qualities of leaders who put service at the heart of their business strategies, drawing on examples from her many conversations with successful, customer-focused CEOs.
Our CEO Jo Causon returned once more to the red sofa at BBC Breakfast, to discuss tour latest research and call to action for Service with Respect - The Institute's campaign to highlight and tackle the unacceptable abuse and hostility…
Our CEO Jo Causon joined BBC Radio 4's Today Programme to discuss our Service with Respect campaign to highlight and tackle abuse of customer-facing workers. Jo discussed our latest research, highlighting that the issue is pervasive and growing in UK…
As part of her regular column with Forbes, our CEO Jo Causon discusses the timely and important issue of abuse and hostility against customer service workers globally, and what we can all do as business leaders, Governments, and as members…
In an article in The Guardian covering the rising levels of abuse and assault against telecoms engineers, The Institute of Customer Service's Service with Respect campaign was discussed. The article links to our open letter, signed by close to 100…
Our latest UK Customer Satisfaction Index (UKCSI) results were covered in The Times, which detailed out the top performers with a focus on UK retailers. The article also quotes our CEO Jo Causon, who discussed how a consistent focus on…
As part of her regular column with Forbes, our CEO Jo Causon reveals the economy-focused results of our latest UK Customer Satisfaction Index (UKCSI), discussing how strong, customer-focused organisations are capitalising on a recent tentative growth in consumer confidence on…
In an article in The Times, our CEO Jo Causon discusses the urgent need for greater protections for all public-facing workers from abuse and hostility, citing our recent research that shows 37% of customer-facing workers who experienced abuse have considered…