Fastest fall in customer satisfaction since 2008 ā a vicious circle?
Itās been a busy couple of weeks since our latestĀ UK Customer Satisfaction IndexĀ was published, showing the sharpest drop in customer…
Understanding the value you provide customers
At the moment, businesses seem to be in the news for all the wrong reasons. Retail banks are just the…
Webinar: Head to Head with Francesca Rea (New Day)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation…
Response to Ofwatās consultation on āPutting water customers firstā
Institute of Customer Service response to Ofwatās consultation on āPutting water customers firstā.Ā Ā
The business impact of inflation and rate rises
Last month, the Bank of England confirmed what many of us had feared: inflation continues at record rates.Ā The media has…
Webinar: Head to Head with David Roberts (Nu-Heat)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation…
Webinar: Head to Head with Jo Upward (Platform Group)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation…
Let’s see some true service leadership
We often talk about the UK as a ‘Service Nation’, but what do we mean by this? For me, it…
Leadership is about service, not self
Questions of leadership are never far away, in public life or in business. In turbulent times such as we have…
As the economic outlook slowly brightens, let’s get out of crisis mode
Positive economic news has been hard to come by of late, so we should at least be thankful for the…
Webinar: Head to Head with Andrew Miller (Motability Operations Group Plc)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation…
Combining artificial and human intelligence to power growth
Just two weeks ago, the Prime Minister held a roundtable meeting with leading CEOs in AI, including Google DeepMind, and…
Events and Training
We also hold regular events and webinars. Most are exclusive to our members and some are open to all business leaders and customer service professionals.
