All videos CX601: Why Investing in Customer Satisfaction Matters
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About the speaker:

Jo Causon is the CEO of the Institute of Customer Service. She established the UK Customer Satisfaction Index as the country’s premier indicator of consumer satisfaction, providing organizations with an indicator of the return on their service strategy investment. Jo brings a wealth of experience from the commercial sector, enabling her to put customer service at the heart of the Boardroom agenda.

About the session:

73% of customers who have complained have spread negative word of mouth to an average of four people. Hence prevention, not cure, is the obvious remedy. In this video, listen to Jo talk about: