Webinar: Head to Head with Paul Harris (Curo)
Watch Jo Causon interview Paul Harris, Executive Director of Customer Experience at Curo, a housing association in the South West of England
Video: Jo Causon on what we have learnt from lockdown
In this video, Institute CEO, Jo Causon, discuss what we have learnt from lockdown
Easing of lockdown presents a new set of challenges for leaders – they must remain focused on their purpose
As we tackle the intractable challenges ahead, it is the job of leaders to remain focused – and ensure that in dealing with short-term decisions, they do not lose sight of their long-term purpose.
Relaxation of lockdown limitations must be met with responsibility
Coronavirus has taught all of us that commercial imperatives cannot be all that drives our decision making. Evidence shows that where the board takes responsibility for customer experience, employee engagement increases and levels of customer satisfaction rise. Ultimately in the longer-term higher levels of performance emerge.
Lead and engage your team during the COVID 19 crisis
Drawing on The Institute of Customer Service’s Academy ServiceManagement training and our research into leadership and employee engagement in a service context, we’ve put together recommended practices and tips to help you lead and engage your team.
What businesses learn from the COVID-19 crisis will shape their future
To adapt successfully to the next Covid-19 phase, businesses need to take stock of what they have learnt over the past weeks - and provide a clear framework for what should be taken forward, and what should be discarded.
Now is the time for leaders to take stock of learnings from the COVID-19 crisis
As the lockdown continues, tensions will inevitably rise - and a shift in the public mood does seem likely. Businesses should be prepared to navigate the challenges of the next few months in the face of increasing pressure from both customers and employees – and effective service will be vital to ensure they remain committed and loyal when we move past the pandemic.
Leadership comes to the fore in difficult times – Jo Causon & Dr Liz Jackson
How can you make the right decisions for your business in the face of uncertainty? What will that mean for your staff, customers and company reputation? In this insightful audio interview, Dr Liz Jackson MBE, Marketing Director at BCMS, talks to Jo Causon, CEO of the Institute of Customer Service, about the many challenges business leaders are facing in the current situation.
Innovative thinking necessary to navigate the COVID-19 crisis
Organisations across all sectors will have huge sections of their workforce whose services - temporarily at least – they don’t require and can’t sustain. How they handle this dilemma will shape how they’re viewed by employees and customers long into the future.
Video: CEO Interview on deliver excellent customer service during these challenging times
Head 2 Head: Jo Causon explains to Craig Elvin at Executive Heads why Customer Service is at the beating heart of the UK economy, why Customer Service employees should receive greater recognition and how businesses can deliver excellent customer service during these challenging times.