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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...
Grateful to be seeing out a tough year for our service nation
December 24, 2020By Jo Causon, CEO, The Institute of Customer Service While I am penning my last column of 2020, I appreciate...
Blog, tips, research and updates…
Customer service: the boardroom imperative for today and tomorrow
Reflecting further on our Annual Conference last week, it’s clear that enabling and empowering our…
Building the Service Nation, together
It was a real pleasure to see so many of you at our Annual Conference this past…
Service wins out: The Institute of Customer Service announces UK Customer Satisfaction Awards 2024 Winners
Ocado Retail, Octopus Energy, Boots, and Specsavers were among the winners at last night’s UK…
A reflection on diversity in leadership on International Women’s Day
Today is International Women’s Day, a global occasion to celebrate the achievements and contributions of…
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