Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest last week was Jo Dow, Chief Executive at Business Stream and a Chair of the BiTC Scotland Climate Action Group.…
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest last week was Dr Nilu Ahmed, Behavioural Psychologist, Lecturer in Social Sciences at Bristol University. Watch Nilu and Jo discuss…
By Jo Causon, CEO, The Institute of Customer Service The start of last week marked World Mental Health Day - and it's great to see so many organisations across the nation embracing initiatives and activities to promote mental wellbeing amongst…
By Jo Causon, CEO, The Institute of Customer Service If only it were so easy to draw the pandemic to a close. Moves couple of weeks ago by Nicola Sturgeon to bring forward the end of rules that have required…
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…
BBC News covered the launch of our UK Customer Satisfaction Index (UKCSI) findings on 7 July 2021: Customers fed up with Covid excuse for bad service Customers have appreciated improvements or innovation in service such as better scheduling to avoid…
"With staffing shortages causing great problems it is critical retailers retain their best employees and avoid losing them because of the rising levels of abuse they face at the hands of customers. To avoid this all retailers should look…