Mind the gap – but most of all focus on which side you will fall
The papers would have us believe the economy is on a razor’s edge, with every issue of economic figures scrutinised for signs we’re either in or out of a recession…
Falling customer satisfaction creates a productivity drag at the worst possible time
As 2023 gets underway, the UK economy is hovering on the verge of a recession. With the cost of living crisis making itself felt and inflation still around double digits,…
Resilience in the new environment
Is there a phrase more distinctively British than the stoic wartime imperative to “keep calm and carry on”? Having watched the commentary in relation to the record temperatures set across…
The urgent need for moral leadership
In times of crisis, when uncertainty is rife, leaders who can inspire trust and temper anxiety are indispensable. Given how tumultuous the world is, the need for robust and moral…
The need for speed: finding the right balance
Given all that is happening in the world right now, from the escalating cost of living crisis to the recent conflict in Ukraine, we could be forgiven for feeling a…
Build emotional connections to retain employees
By Jo Causon, CEO, The Institute of Customer Service It's no secret that the nation is facing a severe skills shortage. Even before the pandemic hit, many industries were experiencing…
A reset is needed to meet the challenges we’re facing
I am becoming concerned that we are facing into a perfect storm and need to rethink our expectations and responsibilities as employers, customers, employees – to meet the challenge and…
Customer Satisfaction Index improvement masks some significant challenges ahead
By Jo Causon, CEO, The Institute of Customer Service On the face of it, it was encouraging that our July UK Customer Satisfaction Index (UKCSI) recorded a small rise in…
Message from our CEO: What’s in store for the coming months
Watch our CEO, Jo Causon, share our priorities for the next few months and how we are helping you navigate the new post-pandemic world ? Quick links: Virtual training sessions…
Membership information for supplier partners
Our members really value the benefits of our membership and find that when their key suppliers are also members, they are better aligned in terms of methodology, structure and values…