By Jo Causon, CEO, The Institute of Customer Service On the face of it, it was encouraging that our July UK Customer Satisfaction Index (UKCSI) recorded a small rise in overall satisfaction levels. Many organisations have worked extremely hard through…
By Jo Causon, CEO, The Institute of Customer Service One of the things we are learning from the last 15 months is that it was easier to enter the Covid lockdown than it is to come out of it. This…
By Jo Causon, CEO, The Institute of Customer Service The announcement of the governmentās plan for a new state-owned body, Great British Railways (GBR), that will manage many aspects of rail travel was the result of a long-running review, but…
By Jo Causon, CEO, The Institute of Customer Service We all know that trust between organisations and their customers is an essential ingredient for success. When customers trust businesses, they are likely to interact with them more frequently, spend more,…
By Jo Causon, CEO, The Institute of Customer Service Itās been a tough 12 months for everyone living and operating through the Covid-19 pandemic. For businesses, it has been a real challenge to exist and adapt in the here and…
By Jo Causon, CEO, The Institute of Customer Service We launched our Service with Respect campaign in July last year, after our research amongst employees and customers showed a highly concerning rise in intolerant and abusive behaviour from customers towards…
By Jo Causon, CEO, The Institute of Customer Service Despite the obvious challenges that we still all face, there are some positives that can be embraced and built upon. One of those is the rise of the green agenda as…
By Jo Causon, CEO, The Institute of Customer Service It has been an extraordinary and challenging year for everyone, and I do not imagine that 2021 is going to get off to an easier start; but as 2020 draws to…
By Jo Causon, CEO, The Institute of Customer Service Understandably, the nationās attention has been fully focused on the Covid-19 pandemic ever since it took hold in March. It has been a rollercoaster ride, for businesses as for individuals, families…
By Jo Causon, CEO, The Institute of Customer Service There is no doubt that we have now entered a third phase of dealing with the Covid pandemic. The first phase was characterised by a strong sense of āall in it…