Organisational Purpose Archives ⋆ Institute of Customer Service

Moving into the next phase of the Covid-19 crisis, the real test for businesses begins

May 26, 2020
Jo Causon

Increasing numbers of consumers are becoming more careful over what they spend, showing more discernment, taking a less is more approach, and valuing most of all a sense of experience rather than a mere transaction.

CEO Statement Featured Homepage

Easing of lockdown presents a new set of challenges for leaders – they must remain focused on their purpose

May 19, 2020
Jo Causon

As we tackle the intractable challenges ahead, it is the job of leaders to remain focused – and ensure that in dealing with short-term decisions, they do not lose sight of their long-term purpose.

CEO Blog

Lockdown learnings: what’s emerged so far, and what does it mean for the future?

April 30, 2020
Jo Causon

The UK has been living in lockdown for more than five weeks now. But what have the learnings been so far and what are we likely to carry forward into the future on a long-term basis?

CEO Statement Featured Homepage

Now is the time for leaders to take stock of learnings from the COVID-19 crisis

April 28, 2020
Jo Causon

As the lockdown continues, tensions will inevitably rise - and a shift in the public mood does seem likely. Businesses should be prepared to navigate the challenges of the next few months in the face of increasing pressure from both customers and employees – and effective service will be vital to ensure they remain committed and loyal when we move past the pandemic.

Head to Head Interview

Leadership comes to the fore in difficult times – Jo Causon & Dr Liz Jackson

April 9, 2020
The Institute of Customer Service

How can you make the right decisions for your business in the face of uncertainty? What will that mean for your staff, customers and company reputation? In this insightful audio interview, Dr Liz Jackson MBE, Marketing Director at BCMS, talks to Jo Causon, CEO of the Institute of Customer Service, about the many challenges business leaders are facing in the current situation.

CEO Video Delivering Service during Challenging Times

CEO Video: The importance of service in a time of crisis

March 30, 2020
The Institute of Customer Service

The Institute's CEO, Jo Causon, discusses the importance of customer service at this time and of delivering on promises, looking after vulnerable customers and driving a service nation

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

Technology is driving exciting customer opportunities – but trust is still the key

May 28, 2019
Jo Causon

We have recently published an important piece of research that looks at the extent to which organisations are managing to create omnichannel environments for their customers and how successful they are being in delivering more personalised experiences.

CEO Blog

We can boost UK productivity if we put service at the heart of organisational purpose

November 27, 2018
Jo Causon
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The productivity debate has significantly risen up the political and business agenda. There are different views on what drives productivity, but understanding it is vital to improving living standards and achieving sustainable economic growth.

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