What have we learned? Ten tips for 2021
By Jo Causon, CEO, The Institute of Customer Service It has been an extraordinary and challenging year for everyone, and I do not imagine that 2021 is going to get off to an easier start; but as 2020 draws to…
Unlock the power of your customer data
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…
Covid-19 learnings could help businesses make the adjustment to Brexit
By Jo Causon, CEO, The Institute of Customer Service Understandably, the nation’s attention has been fully focused on the Covid-19 pandemic ever since it took hold in March. It has been a rollercoaster ride, for businesses as for individuals, families…
Will technology be at the heart of service in a post-Covid world?
By Jo Causon, CEO, The Institute of Customer Service As we swiftly approach the end of a year that many will be keen to forget, I’ve been giving pause to reflect on what has been one of the most challenging…
Embrace the lessons of the first lockdown to navigate the second
By Jo Causon, CEO, The Institute of Customer Service In a move that felt almost inevitable, we now find ourselves back in a series of lockdown measures across the UK. We all felt it coming; yet it is still a…
The customer service agenda must be embedded in procurement processes
By Jo Causon, CEO, The Institute of Customer Service Nearly every business works with a range of suppliers on whom they depend for materials, products or services and the recent months have brought this into even sharper relief! Effective procurement…
In this new period of uncertainty, effective procurement is more essential than ever
By Jo Causon, CEO, The Institute of Customer Service The government’s announcement earlier this week of a raft of new coronavirus restrictions marks entry in a new period of challenge and uncertainty for businesses across the county. It also serves…
Delivering excellent customer service through procurement
On the 24th September, we launched our latest Breakthrough Research*: The Procurement Partnership – Developing relationships to deliver excellent customer service though procurement. The key purpose of the research is to identify best practice in procurement of services and capabilities…
This crisis presents an opportunity to revitalise our local town centres
By Jo Causon, CEO, The Institute of Customer Service Over six months on, the impact of the Coronavirus pandemic continues to send shockwaves through our economy, not least our traditional high streets. The latest headlines show a sustained fall in…
Staying agile in the face of ongoing restrictions
By Jo Causon, CEO, The Institute of Customer Service As schools reopen and an increasing number of people return to the office, things may be feeling somewhat more ‘normal’. However, the uncertainty we have seen over the past six months…