By Jo Causon, CEO, The Institute of Customer Service Of the many challenges we have faced over the past year, amongst the most significant for organisations in recent months has been the increased pressure placed upon our supply chains. The…
By Jo Causon, CEO, The Institute of Customer Service It’s been a year since we launched our Service with Respect campaign; calling on the Government and businesses to do more to protect customer-facing staff from rising levels of hostility and…
By Jo Causon, CEO, The Institute of Customer Service The events of the past year have shaken the customer experience landscape - perhaps forever. As the long-term economic and societal impacts of the pandemic continue to take shape, organisations will…
By Jo Causon, CEO, The Institute of Customer Service As we start to see a further loosening of Covid-related restrictions, businesses and customers alike will hopefully have more reasons for optimism come 19 July. What is clear as we emerge…
By Jo Causon, CEO, The Institute of Customer Service June has seen many people and organisations across the world celebrate Pride month - with activities ranging from the launch of new, Pride-themed products to raise money for LGBTQI+ charities to…
By Jo Causon, CEO, The Institute of Customer Service As some of the world’s most powerful leaders meet for last weekend’s G7 summit in Cornwall, all eyes are on how the UK and its closest partners look to repair the…
By Jo Causon, CEO, The Institute of Customer Service As I have said time and again throughout the past year, I truly believe that the millions of hard-working employees within our organisations will be the bedrock of our nation’s economic…
By Jo Causon, CEO, The Institute of Customer Service It has been nearly a year since we at the Institute launched our Service with Respect campaign; calling for the Government and businesses to do more to protect our customer-facing staff…
By Jo Causon, CEO, The Institute of Customer Service As our road out of lockdown continues, it’s been heartening to see streets and premises across the country once again bustling with customers. As the nation reawakens from our enforced hibernation,…
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,…