By Jo Causon, CEO, The Institute of Customer Service The Covid-19 pandemic, and the resultant economic turmoil, have put an enormous strain on businesses across the world. The term unprecedented…
The weight of evidence about the impact of customer satisfaction and employee engagement on financial performance, trust, reputation and productivity will help you get the attention of senior executives and…
It has been over a month since non-essential outlets across the country were finally allowed to open their doors. Yet, as consumers tentatively emerge from lockdown, it is evident that…
By Jo Causon, CEO, The Institute of Customer Service As lockdown measures ease and businesses across the country open their doors, society appears to be settling in to the ‘new…
With around 60% of the UK’s workforce working in customer-facing roles, mounting abuse is impacting staff across every sector – from retail to public services, and from financial institutions to…
The APPG was attended by: - Philip Davies MP, Chair - Chris Evans MP, Co-Chair - Liz Twist MP (Labour) (Blaydon) - Jo Gideon MP (Conservative) (Stoke-on-Trent Central) - Baroness…
The APPG was attended by: - Philip Davies MP, Chair - Chris Evans MP, Co-Chair - Carolyn Harris MP, Officer - Andrew Lewer MP, Officer - Margaret Ferrier MP (SNP)…
In the last few months, we have been inviting our members and wider network to share examples of great and inspiring customer service against the odds. Below are some inspiring…
