The Institute of Customer Service appoints new Director of Communications and Corporate Affairs

26th Mar 2015

The Institute of Customer Service has announced today the appointment of Mike Petrook as its new director of communications and corporate affairs, a new role within the organisation.

Mike joins from KPMG, where he led the firms Advisory Practice PR. He brings almost 20 years of communications experience, with a background covering media relations, public affairs, internal communications and event management. Mike has also worked in-house for Dixons Stores Group and the Chartered Management Institute and, whilst working in agencies, has delivered PR programmes for clients ranging from Siemens to Accenture and Sony Playstation.

Joanna Causon, CEO of The Institute of Customer Service, commented: “78% of the UK’s GDP is derived from Service, over 20% of manufacturing revenues can be attributed to service delivery and nearly 70% of the working population are employed in customer related roles. Customer service is not just the experience anyone has at the point of purchase; it’s an issue that must be taken seriously by the Boardroom as a failed customer service programme can lead to a failed business. The environment we are working in is complex and we need to focus our effort on delivering long term sustainable service solutions working with our members and stakeholders to improve the customer experience. I am delighted to have appointed Mike who has a wide ranging experience and will help us integrate our communications strategy and develop our digital and social media agenda.”

Mike Petrook, director of communications & corporate affairs at The Institute of Customer Service, added:

“Businesses across the UK are waking up to the fact that poor customer service can make the difference between increasing market share and falling profits. It’s an issue that matters because, in our personal and professional lives, we are all affected by the relationships we develop with customers and suppliers. I am hugely excited about joining the Institute of Customer Service and supporting its purpose as we move forward.”

Mike’s appointment follows a restructure within The Institute, which also sees Brian Weston appointed as the new director of marketing and research, focusing on developing The Institute’s research and insight programme and product portfolio to help organisations analyse and improve their customer service capability.


Notes to editors

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About The Institute of Customer Service

The Institute of Customer Service is the professional body for customer service delivering tangible benefit to organisations and individuals so that our customers can improve their customers' experience and their own business performance. The Institute is a membership body with a community of over 400 organisational members - from the private, public and third sectors - and over 5,000 individual memberships.

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