Positive economic news has been hard to come by of late, so we should at least be thankful for the latest forecasts, which suggest the UK is no longer forecast to fall into a recession. With energy prices lowering and…
Listen to Jo Causon, Instituteās CEO, in conversation with Hannah Louise Cox, Practice Lead at Douglas Jackson, discussing the decline in UK customer satisfaction and how organisations can improve their customer experience.
"In surveys customers will talk about the functional things as being important with retailers but the things that make a difference relate to how the retailer makes them feel" - Jo Causon, CEO, Institute of Customer Service in The…
By Jo Causon, CEO, The Institute of Customer Service Black Friday has fast become one of the busiest, and most profitable, trading periods of the year. Yet as we continue to navigate the Covid-19 pandemic, and the subsequent shifts in…
By Jo Causon, CEO, The Institute of Customer Service The ongoing impacts of the Covid-19 pandemic continue to create challenges across all sectors of our economy ā and it is clear that businesses continue to face daily challenges to keep…
The 27-day strike will cause chaos for passengers throughout December
Company to co-brand stores with EE and repatriate support centres
Energy supplier Eversmart Energy confirmed it has ceased to trade, leaving its 29,000 customers without a supplier
2018 security failure led to exposure of customers' personal details
New Ofcom rules will make it quicker and easier for customers to change network