Inspiring a Service Nation Archives ⋆ Page 5 of 5 ⋆ Institute of Customer Service

Innovative thinking necessary to navigate the COVID-19 crisis

April 8, 2020
Jo Causon

Organisations across all sectors will have huge sections of their workforce whose services - temporarily at least – they don’t require and can’t sustain. How they handle this dilemma will shape how they’re viewed by employees and customers long into the future.

CEO Blog

Calm leadership and focus needed in unprecedented coronavirus times

March 25, 2020
Jo Causon

The job of leaders is to keep a level head, stay focused, and navigate the best way forward with the facts that they have at the time. Difficult times call for better leadership.

CEO Blog

A time to stand back and reflect at a critical juncture for customer service

February 20, 2020
Jo Causon

Take a moment and reflect on where you really are in your customer service journey. Does it reflect your purpose and values as an organisation? Are you clear about who you are serving and why? If not, what do you need to do to adjust your trajectory?

CEO Blog

The service opportunity in 2020

December 11, 2019
Jo Causon

Here are our predictions of key trends for 2020 from a service perspective.

CEO Blog

Seeing service with a fresh pair of eyes

April 2, 2019
Jo Causon

Sometimes it's really important to step out of your normal circle of activities and see things from a new perspective.

CEO Blog

We have to get back to the top of our game in driving the service agenda

January 28, 2019
Jo Causon

We're already nearly a month into 2019, but it feels like a New Year has not brought much that's new -only an intensification of a number of challenges!

CEO Blog

Businesses must resist short-term defensiveness in uncertain times

July 23, 2018
Jo Causon
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The Institute's twice yearly UK Customer Satisfaction Index (UKCSI) is perhaps our most revealing and comprehensive piece of research into the state and direction of standards of customer service.

CEO Blog

Using your moral compass to set company direction

May 25, 2018
Jo Causon
0 Comments

Customer satisfaction and transparency are what make a company a genuine 'going concern', but to build trust we would benefit from an additional, wider, definition of 'going concern' that is not confined to financials alone.

CEO Blog

Service agenda holds up in tough 2017, but 2018 will be tougher still

December 19, 2017
Jo Causon
0 Comments

As we approach the end of 2017 it seems fitting to look back and ask how organisations have fared with the customer service agenda this year and to anticipate what may follow in 2018.

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