The so-called Golden Quarter and its flagship moments – Black Friday and Christmas – present a significant opportunity for businesses. Especially for the retail, hospitality and travel sectors, for whom a major chunk of annual revenue can be earned in…
Remote and hybrid are becoming the established ways of working. How can you best manage teams so they feel connected, engaged and deliver positive outcomes which drive customer satisfaction, loyalty, and trust? Find out at our member only Building Engaged…
Tanya Sephton, Customer Services Director at South East Water Ltd will be in conversation with Jo Causon as part of our Head to Head series, discussing the challenges, customer engagement and other topics. About Tanya: In her role Tanya leads…
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 It feels like the past week has seen a step change in the national psyche. The UK economy is predicted to grow at its fastest rate in more than 70 years,…
By Jo Causon, CEO, The Institute of Customer Service As the vaccine rollout continues and hospitality and retail venues open their doors, there is a sense of optimism in the air that things are steadily returning to something resembling normality…
By Jo Causon, CEO, The Institute of Customer Service As people across the world gathered last week for events and activities to mark Earth Day, it is easy to see just how firmly environmental issues have entered the mainstream. This…
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,…