A reflection on diversity in leadership on International Women’s Day
Today is International Women’s Day, a global occasion to celebrate the achievements and contributions of women in all walks of life. As I reflect on this day, I ask myself:…
How personalised experiences can shape the future
The closure of Fenwick’s flagship London store last weekend struck a chord with me – particularly the stories in this Guardian piece from some of its customers who used to cherish…
Response to UKRN consultation: UKRN Strategy 2024-27
Institute of Customer Service response to the UK Regulators’ Network’s Consultation on effective delivery of the Network’s objectives and outcomes for the forthcoming three years.
Response to Ofwat consultation: Core Customer Information – Ofwat’s draft guidance on core information companies should clearly provide to their customers
Institute of Customer Service response to Ofwat’s consultation on core customer information guidance for water companies to clearly provide to their customers.
Turning around the worrying decline in customer satisfaction
Our latest UK Customer Satisfaction Index, published on Tuesday, illustrates once again that customer service is not an optional extra, but a strategic necessity. It is the key to success and…
Response to the Housing Ombudsman: Complaint Handling Code consultation 2023
Institute of Customer Service response to the Housing Ombudsman’s consultation on its Complaint Handling Code.
Response to the Regulator of Social Housing: Consultation on the consumer standards
Institute of Customer Service response to the Regulator of Social Housing’s consultation on consumer standards.
Time to move the dial on growth
This time of year always feels like it’s about renewal as spring starts to show through and, in fiscal terms, we move from one financial year into the next. So…
Head to Head with Baroness Bennett (Green Party Peer)
Baroness Bennett, Green Party Peer, will be meeting with Jo Causon, CEO of The Institute of Customer Service, as part of our Head to Head series to discuss leadership and…
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…