Below you can find recent media coverage and events for The Institute. If you would like to discuss a media opportunity with us or request a comment, please get in touch.
Covid-19 and the changing psychology of the customer experience
“With everything the past year or so has thrown at us, it is hard to overplay the impact it has had on the nation’s psyche. Many of the changes caused by the pandemic were quick-fix, temporary measures which we will no doubt discard as we emerge into brighter times. However, some of the new ways of working, shopping and…
How do we improve customer satisfaction in the water sector?
“Customer satisfaction across all sectors of the UK economy has been declining for the past three years. Whist the utilities…
Interview with Jo Causon – The Retail Bulletin
“In surveys customers will talk about the functional things as being important with retailers but the things that make…
Financial organisations must make service a boardroom priority
“ The results of our latest UK Customer Satisfaction Index (UKCSI), published in January 2021, revealed customer satisfaction in the…
Jo Causon on Service with Respect (BBC News)
Listen to Jo’s BBC interviews below discussing the findings from our new research revealing an increasing number of abuse on…
Travel industry must focus on customer service
“As we cautiously look to rebuild from the crisis, restoring customer confidence will be crucial to survival”, says Institute’s…
‘Know and care about your customers’: why online communication is key to great service
“Having well-trained customer service operatives who have high emotional intelligence is really important” – says Institute’s CEO, Jo Causon,…
Retail sales plummet 8.2% in January, latest ONS figures reveal
“As we approach nearly a year of shake ups and uncertainty, retailers must prioritise their service offering if they are…
The importance of contact centres in delivering first-class customer service
Watch Jo speaking at HQN’s Multi-channel customer experience and the future of contact centres webinar in January 2021, discussing the…
Customer satisfaction with retailers at lowest level since 2015
“In the face of ongoing uncertainty and shifting customer needs, this is an urgent wake-up call for all sectors, in…