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…
"With staffing shortages causing great problems it is critical retailers retain their best employees and avoid losing them because of the rising levels of abuse they face at the hands of customers. To avoid this all retailers should look…
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest this week was Karen Coleman, Director of Customer Operations, Wesleyan Assurance Society. Watch Karen and Jo discuss top tips on…
By Jo Causon, CEO, The Institute of Customer Service One of the things we are learning from the last 15 months is that it was easier to enter the Covid lockdown than it is to come out of it. This…
Each week we interview a business leader to discuss the challenges their organisation is facing. Our guest this week was Matt Vickers, Chief Executive and Chief Ombudsman at Ombudsman Services. Watch Matt and David, our Marketing and Communications Director, discuss…
"Good customer service is only possible where an organisation is clear about what it is trying to do, who it is trying to serve, and then actually delivers on that. It is about being very clear about the purpose 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 David Cowans, Group Chief Executive, Places for People. Watch David and Jo discuss the lessons learnt over…