Extract from Customer Focus Magazine: Issue 29 (May/June 2020) There’s not much Sean Stringer, head of corporate customer services, Hampshire County Council hasn’t seen in his 15+ years working in…
Extract from Customer Focus Magazine: Issue 29 (May/June 2020) As part of our Inspiring a Service Nation drive, and in response to the Covid-19 crisis, we have created a new…
Annual General Meeting and Members' Meeting 2024 Date: Wednesday 10th July, 2024 Venue: Glaziers Hall (London) Agenda: 9:00 am: Registration and refreshments upon arrival 9:30 am: Welcome and introductions 9:45…
By Jo Causon, CEO, The Institute of Customer Service The Covid-19 pandemic, and the resultant economic turmoil, have put an enormous strain on businesses across the world. The term unprecedented…
The weight of evidence about the impact of customer satisfaction and employee engagement on financial performance, trust, reputation and productivity will help you get the attention of senior executives and…
Extract from Customer Focus Magazine: Issue 28 (January 2020) When it comes to providing great customer service, first direct has consistently outperformed the industry. The original ‘challenger bank’ is no…
It has been over a month since non-essential outlets across the country were finally allowed to open their doors. Yet, as consumers tentatively emerge from lockdown, it is evident that…
By Jo Causon, CEO, The Institute of Customer Service As lockdown measures ease and businesses across the country open their doors, society appears to be settling in to the ‘new…
With around 60% of the UK’s workforce working in customer-facing roles, mounting abuse is impacting staff across every sector – from retail to public services, and from financial institutions to…
The APPG was attended by: - Philip Davies MP, Chair - Chris Evans MP, Co-Chair - Liz Twist MP (Labour) (Blaydon) - Jo Gideon MP (Conservative) (Stoke-on-Trent Central) - Baroness…