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:
"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:
"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…
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…
By Jo Causon, CEO, The Institute of Customer Service It feels like the past week has seen a step change in the national psyche. The UK economy is predicted to grow at its fastest rate in more than 70 years,…
By Jo Causon, CEO, The Institute of Customer Service As the vaccine rollout continues and hospitality and retail venues open their doors, there is a sense of optimism in the air that things are steadily returning to something resembling normality…
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.
"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…
"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…
Listen to Jo Causon, The Institute's CEO, in conversation with Robert Nisbet, Director, Nations & Regions at Rail Delivery Group, discussing how the pandemic has shaped customers' needs, and how industry can respond and rise to the challenge of meeting…
Listen to Jo Causon, Institute’s CEO, in conversation with Hannah Louise Cox, Practice Lead at Douglas Jackson, discussing the decline in UK customer satisfaction and how organisations can improve their customer experience.