CEO Video: The importance of service in a time of crisis
The Institute's CEO, Jo Causon, discusses the importance of customer service at this time and of delivering on promises, looking after vulnerable customers and driving a service nation
Maintaining and building customer loyalty during the COVID-19 crisis
Brilliant organisations donāt do something to be seen to be doing it. They do it because it is relevant to their purpose and the right thing to do. As part of our Inspiring a Service Nation campaign ā developed and launched before we knew of the impending crisis - we have been calling on businesses to stand up and be counted for the good of the country.
Calm leadership and focus needed in unprecedented coronavirus times
The job of leaders is to keep a level head, stay focused, and navigate the best way forward with the facts that they have at the time. Difficult times call for better leadership.
A time to stand back and reflect at a critical juncture for customer service
Take a moment and reflect on where you really are in your customer service journey. Does it reflect your purpose and values as an organisation? Are you clear about who you are serving and why? If not, what do you need to do to adjust your trajectory?
What Leicester City can teach us about delivering awesome customer experiences
Can customer service leaders learn from Leicester City's triumph?
Ideal Queen’s Speech: recognise importance of good customer service
What's really needed from the Queen's speech
Post-election: focusing politicians on customer service
The election campaign has shown many themes across the parties that are very revealing of politicians thinking when it comes to customer service
Jo Causon looks at some of the trends emerging in 2015
Key trends that had started to emerge in 2014 and how we believed they will develop throughout 2015.
How do you make sure customer service helps your business?
With UK Customer Satisfaction at it's lowest point since 2011 what can you do to make sure customer service helps your business to succeed?
What is Customer Service?
Simply put, customer service is the sum total of what an organisation does to meet customer expectations and achieve customer satisfaction.