I am becoming concerned that we are facing into a perfect storm and need to rethink our expectations and responsibilities as employers, customers, employees – to meet the challenge and find a new, more cohesive dynamic that enables us to…
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest this week was Louise Beardmore Customer Services Director at United Utilities. Listen to Louise and Jo discuss lessons learnt through…
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest this week was Gerry McGarry, Sales and Marketing Director, Berry. Watch Gerry and Jo discuss the current challenges in supply…
By Jo Causon, CEO, The Institute of Customer Service On the face of it, it was encouraging that our July UK Customer Satisfaction Index (UKCSI) recorded a small rise in overall satisfaction levels. Many organisations have worked extremely hard through…
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest this week was Vicky Fordham-Lewis, Managing Director, Osborne Property Services. Watch Vicky and Jo discuss women in the Construction, employee…
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest this week was Oke Eleazu, Chief Operating Officer, Bought by Many. Listen to Oke and Jo discuss structures Bought by…
Our Head to Head guest this week was Connie Nam, Founder & CEO of Astrid & Miyu. Jo Causon, our CEO and usual host, couldn’t make this morning’s Head to Head, so our Marketing and Communications Director, David Dagger, stepped…
BBC News covered the launch of our UK Customer Satisfaction Index (UKCSI) findings on 7 July 2021: Customers fed up with Covid excuse for bad service Customers have appreciated improvements or innovation in service such as better scheduling to avoid…
The UKCSI is the national barometer of customer satisfaction published twice a year by The Institute of Customer Service since 2008. It is an independent, objective benchmark of customer satisfaction on a consistent set of measures on over 272 organisations and…
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest this week was Fiona MacGregor, Chief Executive, Regulator of Social Housing (RSH). Watch Fiona and Jo discuss key recommendations and…