"In the face of ongoing uncertainty and shifting customer needs, this is an urgent wake-up call for all sectors, in particular retail, to make service a boardroom priority or risk undermining recovery later this year" - Jo Causon, CEO, The…
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest this week was Angela Lockwood, Chief Executive, North Star Housing Group Ltd. Watch Angela and Jo discuss technological advances and…
Watch Jo discuss with Ian King the findings from the latest iteration of our UK Customer Satisfaction Index (UKCSI), revealing that customer satisfaction with businesses is at the worst levels since 2015:
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest this week was Liv Garfield, CEO, Severn Trent. Watch Liv and Jo discuss being the very best you can be…
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…
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest this week was Amanda Jones, Retail Director, Post Office. Watch Amanda and Jo discuss authentic communication and lessons learnt during…
Listen to Jo discuss the findings from our research revealing that 1.3m over 65s in the UK have experienced bad customer service, or been treated badly, because of their age: "Seek to understand your customer group, don't stereotype and think…
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…
New research reveals 1.3m people in the UK over 65 have experienced bad customer service, or been treated badly, purely because of their age Those people treated badly said the most common experiences were being patronised and not being taken…
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest this week was Matt Prosser, Chief Executive, Dorset Council. Watch Matt and Jo discuss developing company culture through these challenging…