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 Earlier this week, we launched our latest piece of breakthrough research - examining the role trust plays in the customer experience. Trust is, and always has been, fundamental to our interactions…
By Jo Causon, CEO, The Institute of Customer Service This week marks an important milestone in our roadmap out of lockdown - as thousands of businesses across the country prepare to reopen physical premises. For many organisations, and their customers,…
"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…
By Jo Causon, CEO, The Institute of Customer Service As the nation enjoyed this week’s warm weather, it feels that spring is finally here. And with many organisations also approaching the end of the financial year, I got to thinking…
"Over 130 organisations have already pledged to the campaign, representing more than a million employees and a combined turnover of ÂŁ150 billion. That’s testament to the fact that something needs to change, but also to the commitment that many companies…
Listen to Jo Causon, The Institute's CEO, in conversation with Robert Nisbet, Director, Nations & Regions at Rail Delivery Group, discussing how the pandemic has shaped customers' needs, and how industry can respond and rise to the challenge of meeting…
By Jo Causon, CEO, The Institute of Customer Service As we marked the one year anniversary of the UK entering lockdown this week, I found myself - along with the rest of the nation - reflecting on all we have…
By Jo Causon, CEO, The Institute of Customer Service As we enter what we hope are the final stages of the Covid-19 crisis, attention is turning to how things will look in our “new normal”. There has been much commentary…
By Jo Causon, CEO, The Institute of Customer Service As we approach a year since Covid-19 restrictions came into force across the UK, it’s hard to believe that we are still navigating a lockdown situation. Despite the great hope offered…