Balance clear direction with agility to navigate uncertainty
By Jo Causon, CEO, The Institute of Customer Service The Covid-19 pandemic, and the resultant economic turmoil, have put an…
Making the case for customer service in your organisation
The weight of evidence about the impact of customer satisfaction and employee engagement on financial performance, trust, reputation and productivity…
How to define and measure the return on investment of customer service
At a time of acute financial challenge, organisations need to make savings and think hard before making any new investment…
Let’s think creatively about our high streets
It has been over a month since non-essential outlets across the country were finally allowed to open their doors. Yet,…
Webinar: Head to Head with Angela MacDonald CBE (HRMC)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Joās guest…
Organisations: adopt a zero tolerance approach to hostility and abuse
By Jo Causon, CEO, The Institute of Customer Service As lockdown measures ease and businesses across the country open their…
Backing our essential workers: service with respect
By Jo Causon, CEO, The Institute of Customer Service One of the consistent themes throughout the Covid-19 pandemic and lockdown…
BBC Breakfast News: launching our ‘Service with Respect’ campaign
Jo discussed our new research revealing that customer-facing staff have been subject to increasing levels of hostility. In fact, more…
Webinar: Head to Head with Lord Karan Bilimoria (Cobra Beer)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Joās guest…
Webinar: Head to Head with Helen Dickinson OBE (British Retail Consortium)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Joās guest…
As customer satisfaction flatlines, a focus on our service offering can drive economic recovery
By Jo Causon, CEO, The Institute of Customer Service As lockdown restrictions continue to ease and more and more businesses…
Businesses must lead the way in the āGreen Recoveryā
By Jo Causon, CEO, The Institute of Customer Service As lockdown measures ease and we begin the mammoth task of…
Events and Training
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.
