Consumers want businesses to help them be more environmentally-friendly
"Businesses that fail to bring greener products and services to market could see sales decline over the next five years."Â Read the full article in Talking Retail:
Covid-19 and the changing psychology of the customer experience
"With everything the past year or so has thrown at us, it is hard to overplay the impact it has had on the nation's psyche. Many of the changes caused by the pandemic were quick-fix, temporary measures which we…
How do we improve customer satisfaction in the water sector?
"Customer satisfaction across all sectors of the UK economy has been declining for the past three years. Whist the utilities sector has bucked this trend in the last two years – rising 0.7 points to 72.7 (out of 100) in…
Interview with Jo Causon – The Retail Bulletin
"In surveys customers will talk about the functional things as being important with retailers but the things that make a difference relate to how the retailer makes them feel" - Jo Causon, CEO, Institute of Customer Service in The…
Financial organisations must make service a boardroom priority
" The results of our latest UK Customer Satisfaction Index (UKCSI), published in January 2021, revealed customer satisfaction in the UK continues to decline, reaching its lowest level since July 2015. The banking sector contributed to this trend with one…
Jo Causon on Service with Respect (BBC News)
Listen to Jo's BBC interviews below discussing the findings from our new research revealing an increasing number of abuse on essential workers. We are calling for Government and businesses to do more to protect our frontline customer-facing staff: Institute of…
Travel industry must focus on customer service
"As we cautiously look to rebuild from the crisis, restoring customer confidence will be crucial to survival", says Institute's CEO, Jo Causon to Travel Weekly.
‘Know and care about your customers’: why online communication is key to great service
"Having well-trained customer service operatives who have high emotional intelligence is really important" - says Institute's CEO, Jo Causon, CEO to The Guardian. Following requests and suggestions from our members, we have launched a series of training modules designed…
Retail sales plummet 8.2% in January, latest ONS figures reveal
"As we approach nearly a year of shake ups and uncertainty, retailers must prioritise their service offering if they are to survive" - says our CEO, Jo Causon, to Retail Times.
The importance of contact centres in delivering first-class customer service
Watch Jo speaking at HQN's Multi-channel customer experience and the future of contact centres webinar in January 2021, discussing the changing needs of customers and the important of customer service.