Developing and investing in people is key to retaining them
The end of the year is approaching, and what a rollercoaster it’s been. For customer service leaders and teams, it’s probably been as tough a year as any – and…
Customer Experience – Measuring What Matters (14 Jan 22)
We can measure customer metrics that are transactional and tangible. But how do we measure those metrics that are essential to building trust, loyalty, and sustainable relationships – the non-tangible…
Customer Experience – Measuring What Matters (26 Jan 22)
We can measure customer metrics that are transactional and tangible. But how do we measure those metrics that are essential to building trust, loyalty, and sustainable relationships – the non-tangible…
Introduction to Customer Journey Mapping (9 Dec 21)
In the current environment, many organisations are reviewing the journeys they take their customers on, with the view of seeing what works and what they might want to change in…
Protecting the mental wellbeing of our service professionals is key to business success
By Jo Causon, CEO, The Institute of Customer Service The start of last week marked World Mental Health Day - and it's great to see so many organisations across the…
Handling challenging interactions with confidence (15 Oct – 2)
Due to high demand, we have added an additional session for Friday 15 October on Handling Challenging Interactions with Confidence. Handling and diffusing a heated situation takes skill and high…
As National Customer Service Week closes, reflect and celebrate our achievements
By Jo Causon, CEO, The Institute of Customer Service Given the external agenda of the past week, from fuel and skills shortages to rising energy prices, it is all too…
National Customer Service Week 2021 Round-up
A big THANK YOU to everyone who shared their NCSW activities and interactions with us across the week. We thoroughly enjoyed seeing your efforts shared on social media and emails,…
Work with a Purpose – Building a shared vision of the future – Research Launch
We launched our latest Breakthrough Research Launch on 29 September 2021 on Work with a Purpose – Building a shared vision of the future. The Institute's CEO, Jo Causon and…
Managing the customer experience is a key element of risk management
By Jo Causon, CEO, The Institute of Customer Service The turbulence of the past 18 months has placed us all on high-alert, and organisation's risk management strategies have truly been…