CEO Video: The importance of service in a time of crisis
The Institute's CEO, Jo Causon, discusses the importance of customer service at this time and of delivering on promises, looking after vulnerable customers and driving a service nation
Calm leadership and focus needed in unprecedented coronavirus times
The job of leaders is to keep a level head, stay focused, and navigate the best way forward with the facts that they have at the time. Difficult times call for better leadership.
A time to stand back and reflect at a critical juncture for customer service
Take a moment and reflect on where you really are in your customer service journey. Does it reflect your purpose and values as an organisation? Are you clear about who you are serving and why? If not, what do you need to do to adjust your trajectory?
The FT: Shops can prosper if they treat customers with care
Following BRC-KPMG’s Christmas Retail Sales Monitor reporting tough trading conditions, the FT published this letter from our CEO, Jo Causon. Jo address the 'perfect storm of political, economic and consumer uncertainty drastically affecting spending in the UK', and suggests brands…
Now’s the time for a service excellence reset to drive satisfaction back up
After five successive drops “stretching back over a period of two and half years" the time has surely come for organisations to reverse this decline and get satisfaction back on an upwards curve.
Saga customers receive surprise windfall
The company decided to compensate customers after acknowledging a previous mistake
Lloyds introduces highest overdraft rate to date
The new overdraft rate of up to 49.9% will affect customers with poor credit scores
Greggs kicks off nationwide delivery service
The bakery firm is partnering with Just Eat to launch the new service
Santander customers faced with interest rate slash
The changes, which will be introduced in May, will also see cashback capped
Ford Puma model wins Car of the Year award
The new model was crowned best of the automobile bunch at an awards ceremony in London