Institute of Customer Service

Some of you may have seen that The Guardian recently reported on the growing number of pubs, bars, and theatres

The recent announcement by Andy Burnham last week in a Guardian editorial caught my attention. In it, Burnham vows to tackle companies that lure customers into “fake discounts” or hard-to-cancel subscriptions. There is something in this about the importance of being fair and transparent, which goes to the very heart of good customer service.

Whatever your polit...

A case was made in the Financial Times recently for a plan to save our high street, built on the creation of a new “National Trust” to spark a change in the way spaces are owned, invested in and run.

The slow decline of many of the UK’s high streets has been an issue for a number of decades. Successive governments have pledged action, but the truth is that none...

Our Head to Head series offers exclusive conversations with senior leaders on the issues that matter most to today’s organisations. In this episode, Jo Causon, CEO of the Institute of Customer Service, talks with Colin Fyfe, CEO of Unity Trust Bank on the challenges and opportunities organisations face as they adapt, evolve and deliver in a changing world.

Jo and Colin...

Less than two weeks into a new era of British politics, former Prime Minister Harold Wilson’s words remain enduring: a week is a long time in politics. Recent polling has revealed Labour ahead of Reform for ...