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In an opinion piece for Management Today, our CEO Jo Causon discusses the pressing need for UK business leaders to put customer service at the heart of their business strategies – as well as the tangible benefits for businesses with a strong service focus.

“Embedding a culture of service, with clear accountability at board level, should be a priority for every CEO who cares about the long-term health of their business. Track key indicators of customer satisfaction and create long-term, sustainable service strategies. Train frontline staff well, empower them, and listen to their ideas – and don’t outsource everything to an algorithm.”

Read full article here

The Institute of Customer Service

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