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…
Smart glasses and the new rules of customer experience
Some of you may have seen that The Guardian recently reported on the growing number of pubs, bars, and theatres banning customers from using Meta spyglasses. While I understand there may be certain…
Success is judged by standards, not just results
As someone who is not a dedicated follower of the Beautiful Game, I need to be careful about dispensing any particular wisdom on this summer’s World Cup. However, Spain’s win over…
Asking the right questions about productivity gains
Last week, an article in the Financial Times asked whether the UK is finally showing signs of a productivity rebound – or if the optimism is more hope than evidence…
A transformation in shopping is underway – the customer must remain the priority
UK retail was in the spotlight this week as new data revealed retail spending growth more than doubled last month. This will be welcome news to retailers after a damp December, as…
Head to Head with Liz Walker, Chief Operating Officer (Unum)
Our CEO, Jo Causon will be meeting with Liz Walker, Chief Operating Officer at Unum, as part of our Head to Head series to discuss leadership and challenges faced. As…
Cyber-security and the customer experience: an unavoidable challenge
In today’s digital age, cyberattacks are inevitable. However, how they are handled and the protections a company has in place speak directly to customer experience and trust. What’s more, as…
Three key lessons highlighted by the growing cyber threat
It has become almost routine to talk about the importance of cyber security in an increasingly dangerous environment – but developments in recent weeks have highlighted just how likely and…