Jo Causon on Ian King Show (Sky News)
Watch Jo discuss with Ian King the findings from the latest iteration of our UK Customer Satisfaction Index (UKCSI), revealing that customer satisfaction with businesses is at the worst levels since 2015:
Jo Causon on BBC Radio Surrey & Sussex
Listen to Jo discuss the findings from our research revealing that 1.3m over 65s in the UK have experienced bad customer service, or been treated badly, because of their age: "Seek to understand your customer group, don't stereotype and think…
More than a million over 65s have experienced bad customer service because of their age
New research reveals 1.3m people in the UK over 65 have experienced bad customer service, or been treated badly, purely because of their age Those people treated badly said the most common experiences were being patronised and not being taken…
Keep the customer experience alive through lockdown to maintain loyalty
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 â and it is clear that businesses continue to face daily challenges to keep…
Tops tips: Developing a culture of agility and innovation
The Covid-19 crisis has tested organisationsâ agility, flexibility and innovation as never before: some organisations have planned and adapted better than others. In the evolving ânew normalâ business environment these attributes will be crucial in determining whether organisations succeed, or…
Top tips to serve your vulnerable customers better
Vulnerable customers can go unnoticed by organisations - if youâre not looking for the signs, you might easily miss them. It is important to assume that, potentially, all customers are vulnerable â there is no such thing as the âidealâ customer. The CARE framework, for example, will help you to identify if a customer is vulnerable. Here are just some of the things you need to watch out for when youâre communicating with a customer:
Banking customers left vulnerable to fraud
A number of banks are yet to sign up to a new code of conduct that helps victims of fraud
What is Customer Service?
Simply put, customer service is the sum total of what an organisation does to meet customer expectations and achieve customer satisfaction.