Learning to live with Covid
By Jo Causon, CEO, The Institute of Customer Service One of the things we are learning from the last 15 months is that it was easier to enter the Covid lockdown than it is to come out of it. This…
Hardwiring diversity & inclusion will help businesses to thrive
By Jo Causon, CEO, The Institute of Customer Service June has seen many people and organisations across the world celebrate Pride month - with activities ranging from the launch of new, Pride-themed products to raise money for LGBTQI+ charities to…
The G7 summit can help propel the green recovery
By Jo Causon, CEO, The Institute of Customer Service As some of the world’s most powerful leaders meet for last weekend’s G7 summit in Cornwall, all eyes are on how the UK and its closest partners look to repair the…
What is good customer service?
"Good customer service is only possible where an organisation is clear about what it is trying to do, who it is trying to serve, and then actually delivers on that. It is about being very clear about the purpose and…
Upskilling your workforce will aid retention and speed economic recovery
By Jo Causon, CEO, The Institute of Customer Service As I have said time and again throughout the past year, I truly believe that the millions of hard-working employees within our organisations will be the bedrock of our nation’s economic…
Our service workers are the bedrock of our economy – we must protect them
By Jo Causon, CEO, The Institute of Customer Service It has been nearly a year since we at the Institute launched our Service with Respect campaign; calling for the Government and businesses to do more to protect our customer-facing staff…
Consumers want businesses to help them be more environmentally-friendly
"Businesses that fail to bring greener products and services to market could see sales decline over the next five years."Â Read the full article in Talking Retail ?
Covid-19 and the changing psychology of the customer experience
"With everything the past year or so has thrown at us, it is hard to overplay the impact it has had on the nation's psyche. Many of the changes caused by the pandemic were quick-fix, temporary measures which we will…
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 Annual General Meeting (AGM) Research Hub Annual Conference UK Customer…
Rail shake-up offers lessons to put all organisations on the right track
By Jo Causon, CEO, The Institute of Customer Service The announcement of the government’s plan for a new state-owned body, Great British Railways (GBR), that will manage many aspects of rail travel was the result of a long-running review, but…