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Webinar: Head to Head with Steve Holliday (Cityfibre, Zenobe and Energy Institute)
February 5, 2021Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest...
As customer satisfaction continues to decline, we must make service a boardroom priority
February 2, 2021There is no doubt we are navigating one of the most challenging periods in our living history. The events of...
Customer satisfaction with retailers at lowest level since 2015
January 30, 2021“In the face of ongoing uncertainty and shifting customer needs, this is an urgent wake-up call for all sectors, in...
Webinar: Head to Head with Angela Lockwood (North Star Housing Group Ltd)
January 26, 2021Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest...
We need our frontline workers now more than ever – let’s treat them with respect
January 26, 2021By Jo Causon, CEO, The Institute of Customer Service As we navigate yet another national lockdown, the vital role of...
Jo Causon on Ian King Show (Sky News)
January 25, 2021Watch Jo discuss with Ian King the findings from the latest iteration of our UK Customer Satisfaction Index (UKCSI), revealing...
Webinar: Head to Head with Liv Garfield (Severn Trent)
January 20, 2021Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest...
As the Green Agenda becomes mainstream, organisations must take notice
January 19, 2021By Jo Causon, CEO, The Institute of Customer Service As we enter the new year, environmental and sustainability concerns have...
With the green agenda taking root, there is an opportunity for organisations to show leadership
January 19, 2021By Jo Causon, CEO, The Institute of Customer Service Despite the obvious challenges that we still all face, there are...
Webinar: Head to Head with Amanda Jones (Post Office)
January 12, 2021Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest...
Jo Causon on BBC Radio Surrey & Sussex
January 12, 2021Listen to Jo discuss the findings from our research revealing that 1.3m over 65s in the UK have experienced bad...
Let’s now focus on building our service nation
January 12, 2021By Jo Causon, CEO, The Institute of Customer Service To begin my first column of 2021, I’d like to wish...
Blog, tips, research and updates…
The Sunday Times: First Direct: inside the firm that gets customer service right
The Institute's UK Customer Service Index (UKCSI) was featured in an article in The…
New beginnings: embracing the promise of Spring
With the Easter Weekend now behind us and the new fiscal year underway, I trust…
Unpacking Cosmos & Avalon Waterways ServiceMark Journey – Webinar Recording
Undergoing ServiceMark accreditation is an opportunity for organisations – of all sizes and sectors –…
Head to Head with Matthew Pratt (Redrow)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to…
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