What is good customer service?
"Good customer service is only possible where an organisation is clear about what it is trying to do, who it is trying to serve, and then actually delivers on that. It is about being very clear about the purpose and…
Consumers want businesses to help them be more environmentally-friendly
"Businesses that fail to bring greener products and services to market could see sales decline over the next five years." Read the full article in Talking Retail ?
Covid-19 and the changing psychology of the customer experience
"With everything the past year or so has thrown at us, it is hard to overplay the impact it has had on the nation's psyche. Many of the changes caused by the pandemic were quick-fix, temporary measures which we will…
How to keep your customer engaged and satisfied?
Watch Simon Johnson, General Manager UK&I, Freshworks and our CEO, Jo Causon, discuss the leading and lagging indicators of successful customer engagement and what organisations need to do to get customer engagement right in 2021 and beyond.
How do we improve customer satisfaction in the water sector?
"Customer satisfaction across all sectors of the UK economy has been declining for the past three years. Whist the utilities sector has bucked this trend in the last two years – rising 0.7 points to 72.7 (out of 100) in…
Service with Respect campaign featured in Customer Insight Magazine
"Over 130 organisations have already pledged to the campaign, representing more than a million employees and a combined turnover of £150 billion. That’s testament to the fact that something needs to change, but also to the commitment that many companies…
Interview with Jo Causon – The Impact Room
Listen to Jo Causon, Institute’s 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.
Interview with Jo Causon – The Retail Bulletin
"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 Retail…
Financial organisations must make service a boardroom priority
" The results of our latest UK Customer Satisfaction Index (UKCSI), published in January 2021, revealed customer satisfaction in the UK continues to decline, reaching its lowest level since July 2015. The banking sector contributed to this trend with one of…
Travel industry must focus on customer service
"As we cautiously look to rebuild from the crisis, restoring customer confidence will be crucial to survival", says Institute's CEO, Jo Causon to Travel Weekly ?