Customer Satisfaction Index improvement masks some significant challenges ahead
July 26, 2021By Jo Causon, CEO, The Institute of Customer Service On the face of it, it was encouraging that our July...
Webinar: Head to Head with Vicky Fordham-Lewis (Osborne Property Services)
July 23, 2021Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest...
We need to protect all customer-facing staff from abuse and hostility across all sectors
July 21, 2021By Jo Causon, CEO, The Institute of Customer Service It’s been a year since we launched our Service with Respect...
Webinar: Head to Head with Oke Eleazu (Bought by Many)
July 19, 2021Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest...
As customer service complaints rise, organisations need to address the root cause
July 13, 2021By Jo Causon, CEO, The Institute of Customer Service The events of the past year have shaken the customer experience...
Webinar: Head to Head with Connie Nam (Astrid & Miyu)
July 9, 2021Our Head to Head guest this week was Connie Nam, Founder & CEO of Astrid & Miyu. Jo Causon, our...
Customers fed up with Covid excuse for bad service
July 7, 2021BBC News covered the launch of our UK Customer Satisfaction Index (UKCSI) findings on 7 July 2021: Customers fed up...
UK Customer Satisfaction Index (UKCSI) – July 2021
July 7, 2021The UKCSI is the national barometer of customer satisfaction published twice a year by The Institute of Customer Service since...
Webinar: Head to Head with Fiona MacGregor (Regulator of Social Housing)
July 1, 2021Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest...
Retailers must look after their customer-facing employees
June 29, 2021“With staffing shortages causing great problems it is critical retailers retain their best employees and avoid losing them because of...
The pandemic is no longer an excuse for poor customer service
June 29, 2021By Jo Causon, CEO, The Institute of Customer Service As we start to see a further loosening of Covid-related restrictions,...
Webinar: Head to Head with Karen Coleman (Wesleyan Assurance Society)
June 28, 2021Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest...
Events
We also hold regular events and webinars. Most are exclusive to our members and some are open to all business leaders and customer service professionals.