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Moving into the next phase of the Covid-19 crisis, the real test for businesses begins
May 26, 2020Increasing numbers of consumers are becoming more careful over what they spend, showing more discernment, taking a less is more...
Act now to rebuild consumer confidence and safeguard your organisation’s future
May 26, 2020Organisations must take the time to gain absolute clarity over who they are serving and how they are serving them...
Video: Jo Causon on what we have learnt from lockdown
May 26, 2020In this video, Institute CEO, Jo Causon, discuss what we have learnt from lockdown
Managing difficult conversations as the COVID-19 lockdown evolves
May 21, 2020As the COVID-19 crisis evolves, organisations need to be agile and responsive to the changing environment, act quickly and communicate...
Easing of lockdown presents a new set of challenges for leaders – they must remain focused on their purpose
May 19, 2020As we tackle the intractable challenges ahead, it is the job of leaders to remain focused – and ensure that...
Inspirational stories: delivering service differently during COVID-19
May 14, 2020We have been inviting our network to share examples of great and inspiring customer service against the odds.
Relaxation of lockdown limitations must be met with responsibility
May 13, 2020Coronavirus has taught all of us that commercial imperatives cannot be all that drives our decision making. Evidence shows that...
Top tips on how and why to conduct customer surveys during COVID-19
May 12, 2020During the COVID-19 crisis many organisations have understandably been reluctant to run customer satisfaction surveys or research. Completing a satisfaction...
Transport for Greater Manchester: a collection of inspiring stories
May 7, 2020Transport for Greater Manchester have shared some examples of great and inspiring customer service against the odds. Here are some...
Lead and engage your team during the COVID 19 crisis
May 6, 2020Drawing on The Institute of Customer Service’s Academy ServiceManagement training and our research into leadership and employee engagement in a...
What businesses learn from the COVID-19 crisis will shape their future
May 5, 2020To adapt successfully to the next Covid-19 phase, businesses need to take stock of what they have learnt over the...
British public prioritise the needs of others in customer service
May 5, 2020The importance of customer service has been thrust into the forefront by this crisis. I think the results reflect that...
Blog, tips, research and updates…
Jo Causon interviewed on BBC Radio 5 Live for Service with Respect campaign
In an interview on BBC Radio 5 Live, Jo Causon discusses new research commissioned as…
Watch: Jo Causon on BBC Breakfast discussing Service with Respect campaign to protect customer-facing workers from abuse
CEO Jo Causon on abuse of customer facing staff: "We (as business leaders) need to…
Boosting productivity will be key to capitalising on the green shoots of economic recovery
The economic mood across the UK should be a more positive one, with last week’s…
Head to Head with Alison Platt (Hargreaves Lansdown)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to…
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