A story-telling driven podcast revealing the successes, secrets and visions of industry greats.
PODCAST EPISODE NINE: ā What Separates Britain’s Best Organisations From Everyone Else?
Jo Causon is the Chief Executive at the Institute of Customer Service, an independent professional membership body for customer service, working across all sectors to drive business performance through service excellence. The Institute of Customer Service, amongst their involvement in many other initiatives, publish the highly coveted biannual UK Customer Satisfaction Index.
Jo has been with the Institute of Customer Service for over 15 years, and is a regular speaker and thought leader on customer service, discussing ongoing innovation and challenges that UK PLC faces. If there’s anybody talking on the news about customer service and customer satisfaction, then it stands a fair chance of it being Jo Causon.
These are the areas that are covered in this podcast:
ā¢ Banks have overtaken retail as the UK’s highest-rated sector for customer satisfaction. Ten years ago, very few people would have predicted that. What have banks understood that many retailers haven’t?
ā¢ What’s the first misconception about customers you’d challenge amongst FTSE 100 CEO’s??
ā¢ You’ve spent years advising CEOs and boards. Looking back, what separates the leaders who genuinely transform organisations from those who simply manage them?
ā¢ What’s one thing Britain’s highest-performing organisations consistently do that almost nobody notices? ā¢ Which organisations genuinely surprised you in this year’s results – and what can the rest of us learn from them?
