Balancing innovation with function
By Jo Causon, CEO, The Institute of Customer Service It feels like the past week has seen a step change in the national psyche. The UK economy is predicted to grow at its fastest rate in more than 70 years,…
Making the ‘future of work’ work for all
By Jo Causon, CEO, The Institute of Customer Service As the vaccine rollout continues and hospitality and retail venues open their doors, there is a sense of optimism in the air that things are steadily returning to something resembling normality…
True commitment to the green agenda cannot be faked
By Jo Causon, CEO, The Institute of Customer Service As people across the world gathered last week for events and activities to mark Earth Day, it is easy to see just how firmly environmental issues have entered the mainstream. This…
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.
Building and maintaining customer trust has become more important than ever
By Jo Causon, CEO, The Institute of Customer Service We all know that trust between organisations and their customers is an essential ingredient for success. When customers trust businesses, they are likely to interact with them more frequently, spend more,…
Building and maintaining customer trust will be central to long-term recovery
By Jo Causon, CEO, The Institute of Customer Service Earlier this week, we launched our latest piece of breakthrough research - examining the role trust plays in the customer experience. Trust is, and always has been, fundamental to our interactions…
As lockdown eases, organisations should remain focused on their purpose
By Jo Causon, CEO, The Institute of Customer Service This week marks an important milestone in our roadmap out of lockdown - as thousands of businesses across the country prepare to reopen physical premises. For many organisations, and their customers,…
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…
As restrictions ease, it’s time for organisations to spring clean
By Jo Causon, CEO, The Institute of Customer Service As the nation enjoyed this week’s warm weather, it feels that spring is finally here. And with many organisations also approaching the end of the financial year, I got to thinking…
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…