The Grocer – M&S’s FTSE return shows the power of customer service
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.
Corporate governance: time to refocus on balancing the needs of all stakeholders?
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…
Organisations need to get back on top of the customer service agenda
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…
Response to Ofwat’s consultation on ‘Putting water customers first’
Institute of Customer Service response to Ofwat’s consultation on ‘Putting water customers first’.
Leadership is about service, not self
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…
The service agenda can help create more cohesion in a polarised world
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…
Service with Respect – Cost of Living Fuelling Customer Abuse
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…
Time to move the dial on growth
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…
Our charity partner – The Trussell Trust
About the Trussell Trust At the Institute, we are committed to giving something back to the community, so we have partnered with the Trussell Trust to support their hard-working efforts - particularly during these challenging times. In the UK, more…
ITV News: Customers – Are We Being Served?
According to our latest UKCSI, poor customer service is costing UK businesses £11.4bn a month in lost productivity, with employees averaging one day a week dealing with problems. Jo Causon, the Institute's CEO, discusses the importance of embedding a service-led…