By Jo Causon, CEO, The Institute of Customer Service The turbulence of the past 18 months has placed us all on high-alert, and organisation's risk management strategies have truly been put to the test to deal with the multitude of…
By Jo Causon, CEO, The Institute of Customer Service Fantastic support, excellent customer service, number one for customer satisfaction! Listening to the radio I’ve been struck in recent weeks with how customer service claims seem to have replaced catchy jingles…
By Jo Causon, CEO, The Institute of Customer Service Last week’s United Nations report on the effects of climate change painted a grim picture of the future of our planet. Its frightening findings, combined with recent reports of flash floods…
By Jo Causon, CEO, The Institute of Customer Service If only it were so easy to draw the pandemic to a close. Moves couple of weeks ago by Nicola Sturgeon to bring forward the end of rules that have required…
By Jo Causon, CEO, The Institute of Customer Service Of the many challenges we have faced over the past year, amongst the most significant for organisations in recent months has been the increased pressure placed upon our supply chains. The…
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 overall satisfaction levels. Many organisations have worked extremely hard through…
By Jo Causon, CEO, The Institute of Customer Service It’s been a year since we launched our Service with Respect campaign; calling on the Government and businesses to do more to protect customer-facing staff from rising levels of hostility and…
By Jo Causon, CEO, The Institute of Customer Service The events of the past year have shaken the customer experience landscape - perhaps forever. As the long-term economic and societal impacts of the pandemic continue to take shape, organisations will…
BBC News covered the launch of our UK Customer Satisfaction Index (UKCSI) findings on 7 July 2021: Customers fed up with Covid excuse for bad service Customers have appreciated improvements or innovation in service such as better scheduling to avoid…
"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 hands of customers. To avoid this all retailers should look…