"In surveys customers will talk about the functional things as being important with retailers but the things that make a difference relate to how the retailer makes them feel" - Jo Causon, CEO, Institute of Customer Service in The…
By Jo Causon, CEO, The Institute of Customer Service Last week’s announcement of a ‘roadmap’ ‘for our gradual emergence from lockdown will be welcome news to business, and their customers, across the country; providing a much-needed glimmer of hope that…
Listen to Jo Causon, Institute's CEO, in conversation with Jamie Thorpe, Head of Experience Management at Ipsos, discussing the relationship between Customer Experience (CX) and employee engagement and financial return.
By Jo Causon, CEO, The Institute of Customer Service Grim headlines earlier this week, reporting that Britain’s economy experienced the worst dip in 300 years last year as the impact of the Covid-19 pandemic took hold, will have made tough…
By Jo Causon, CEO, The Institute of Customer Service It is hard to believe we are approaching a full year since the Covid-19 pandemic hit the UK. The past 12 months have brought such far-reaching changes to our way of…
By Jo Causon, CEO, The Institute of Customer Service It has been an extraordinary and challenging year for everyone, and I do not imagine that 2021 is going to get off to an easier start; but as 2020 draws to…
By Jo Causon, CEO, The Institute of Customer Service Understandably, the nation’s attention has been fully focused on the Covid-19 pandemic ever since it took hold in March. It has been a rollercoaster ride, for businesses as for individuals, families…
It has now been four months since we launched our Service with Respect campaign in response to the worrying increase of hostility being faced by customer-facing staff throughout the Covid-19 pandemic. With now more than 100 organisations backing our campaign…
By Jo Causon, CEO, The Institute of Customer Service In a move that felt almost inevitable, we now find ourselves back in a series of lockdown measures across the UK. We all felt it coming; yet it is still a…
By Jo Causon, CEO, The Institute of Customer Service As regional lockdowns continue to come into force up and down the country, it is clear that we are entering the next phase of the Coronavirus crisis. After a brief period…