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…
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…
As we continue our road out of lockdown, we must maintain our focus on service
By Jo Causon, CEO, The Institute of Customer Service As our road out of lockdown continues, it’s been heartening to see streets and premises across the country once again bustling with customers. As the nation reawakens from our enforced hibernation,…
How to keep your customer engaged and satisfied?
Watch Simon Johnson, General Manager UK&I, Freshworks and our CEO, Jo Causon, discuss the leading and lagging indicators of successful customer engagement and what organisations need to do to get customer engagement right in 2021 and beyond.
Building and maintaining customer trust will be central to long-term recovery
By Jo Causon, CEO, The Institute of Customer Service Earlier this week, we launched our latest piece of breakthrough research - examining the role trust plays in the customer experience. Trust is, and always has been, fundamental to our interactions…
As lockdown eases, organisations should remain focused on their purpose
By Jo Causon, CEO, The Institute of Customer Service This week marks an important milestone in our roadmap out of lockdown - as thousands of businesses across the country prepare to reopen physical premises. For many organisations, and their customers,…
How do we improve customer satisfaction in the water sector?
"Customer satisfaction across all sectors of the UK economy has been declining for the past three years. Whist the utilities sector has bucked this trend in the last two years – rising 0.7 points to 72.7 (out of 100) in…
As restrictions ease, it’s time for organisations to spring clean
By Jo Causon, CEO, The Institute of Customer Service As the nation enjoyed this week’s warm weather, it feels that spring is finally here. And with many organisations also approaching the end of the financial year, I got to thinking…
Service with Respect campaign featured in Customer Insight Magazine
"Over 130 organisations have already pledged to the campaign, representing more than a million employees and a combined turnover of £150 billion. That’s testament to the fact that something needs to change, but also to the commitment that many companies…