Back in 2017, at The Institute we carried out a piece of Breakthrough Research to analyse and quantify the return on investment of the customer service agenda. The study showed that there is a clear dividend for those organisations that…
Jo Causon, the Institute's CEO, featured in a Sunday Times article discussing what is contributing to the recent decline in customer service, and what business can learn from who is doing it right.
Jo Causon, the Institute's CEO, discusses M&S’s recent return to the FTSE 100, the impact of customer service on customer satisfaction, and what other retailers can learn from this.
Do we need to review corporate governance in the UK to ensure that companies focus on balancing the needs of all their stakeholders, not just investors? The UK’s corporate governance regime has been in place (with minor updates) for a…
Signs of a drop in customer satisfaction levels have been gathering over the last few months, as I have warned about in recent blogs – and now the evidence is all before us in the Institute’s latest UK Customer Satisfaction…
Institute of Customer Service response to Ofwat’s consultation on ‘Putting water customers first’. Â
Questions of leadership are never far away, in public life or in business. In turbulent times such as we have lived through nationally and globally in recent years, leadership really comes to the fore. I have no doubt that when…
It’s a theme I’ve discussed a number of times in my blog – but we are becoming more polarised than ever before. Financially, emotionally, politically, it seems that the experience of different groups in society is moving further apart. Perhaps…
Extract from Customer Focus Magazine: Issue 38 (May 2023): Our latest polling shows that the cost of living crisis in the UK continues to impact customer service staff significantly, with nearly half of frontline service workers experiencing hostility from customers…
This time of year always feels like it’s about renewal as spring starts to show through and, in fiscal terms, we move from one financial year into the next. So the time feels right – and necessary – to redouble…