"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…
Listen to Jo Causon, Institute's CEO, in conversation with Jamie Thorpe, Head of Experience Management at Ipsos, discussing the relationship between Customer Experience (CX) and employee engagement and financial return.
By Jo Causon, CEO, The Institute of Customer Service Grim headlines earlier this week, reporting that Britainās economy experienced the worst dip in 300 years last year as the impact of the Covid-19 pandemic took hold, will have made tough…
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:
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 While I am penning my last column of 2020, I appreciate that many of you will be working harder than ever over the remaining days of this year to uphold the…
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…
By Jo Causon, CEO, The Institute of Customer Service As we continue to navigate this pandemic's the focus is turning to how organisations develop a viable strategy for recovery, that balances societal needs and economic pressures. If hard-hit businesses are…
By Jo Causon, CEO, The Institute of Customer Service A worrying report published last week by the Competition and Markets Authority suggests Britons receive some of the worst customer service in Europe; a fact it puts down to reduced competition…
By Jo Causon, CEO, The Institute of Customer Service Black Friday has fast become one of the busiest, and most profitable, trading periods of the year. Yet as we continue to navigate the Covid-19 pandemic, and the subsequent shifts in…