Extract from Customer Focus Magazine: Issue 29 (May/June 2020) It’s the fourth week of lockdown, and the economic impact of the coronavirus is starting to be calculated. The Office For…
Extract from Customer Focus Magazine: Issue 29 (May/June 2020) As those who regularly attend our Annual Conference will all know, this special get together of members, plus those of the…
Extract from Customer Focus Magazine: Issue 29 (May/June 2020) There’s not much Sean Stringer, head of corporate customer services, Hampshire County Council hasn’t seen in his 15+ years working in…
Extract from Customer Focus Magazine: Issue 29 (May/June 2020) As part of our Inspiring a Service Nation drive, and in response to the Covid-19 crisis, we have created a new…
Annual General Meeting and Members' Meeting 2025 Date: Wednesday 9th July, 2025 Venue: Glaziers Hall (London) Agenda: 9:00 am: Registration and refreshments upon arrival 9:30 am: Welcome and introductions 9:45…
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…
Extract from Customer Focus Magazine: Issue 28 (January 2020) When it comes to providing great customer service, first direct has consistently outperformed the industry. The original ‘challenger bank’ is no…
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…