Looking to be Legendary – Interview with Nationwide
Extract from Customer Focus Magazine: Issue 32 (May 2021) Joe Garner, chief executive of Nationwide Building Society, doesn’t just want to provide great service; for him, nothing short of being…
Retailers must look after their customer-facing employees
"With staffing shortages causing great problems it is critical retailers retain their best employees and avoid losing them because of the rising levels of abuse they face at the…
As lockdown eases, organisations should remain focused on their purpose
By Jo Causon, CEO, The Institute of Customer Service This week marks an important milestone in our roadmap out of lockdown - as thousands of businesses across the country prepare…
Covid-19 learnings could help businesses make the adjustment to Brexit
By Jo Causon, CEO, The Institute of Customer Service Understandably, the nation’s attention has been fully focused on the Covid-19 pandemic ever since it took hold in March. It has…
Embrace the lessons of the first lockdown to navigate the second
By Jo Causon, CEO, The Institute of Customer Service In a move that felt almost inevitable, we now find ourselves back in a series of lockdown measures across the UK…
Jo Causon on LBC’s Nick Ferrari at Breakfast
LBC ran a special report week on the Together Against Hate campaign, spearheaded by Nationwide. The week of special features looked at the impact of abuse towards customer-facing staff, and…
Organisations: adopt a zero tolerance approach to hostility and abuse
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…
Employees facing increased customer hostility as lockdown eases
New research reveals more than half of customer-facing employees have experienced increased hostility from customers during the coronavirus crisis Two-thirds of customer facing staff feel under greater pressure as they’re…
Public Affairs
As the professional body for customer service, we work to ensure parliamentarians, policymakers and regulators recognise the vital importance of customer service in boosting the UK economy. We work to…
A Season for sensitivity?
If you can believe it, it’s already less than six weeks to the festive period. But please don’t panic – I’m not going to focus on Christmas just yet! Of…