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…
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…
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…
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…
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…
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,…
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…
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…
By Jo Causon, CEO, The Institute of Customer Service Last week’s United Nations report on the effects of climate change painted a grim picture of the future of our planet…
By Jo Causon, CEO, The Institute of Customer Service If only it were so easy to draw the pandemic to a close. Moves couple of weeks ago by Nicola Sturgeon…