Great customer service and customer experience requires emotional intelligence (EQ) - Interview with Jo Causon of The Institute of Customer Service

It's been a wee while since I've published an interview here on the blog. So, following on from the interview, Creating a great place to work is the best business investment decision you could ever make – Interview with Henry Stewart, that I did in early December, today I am excited to introduce you to Jo Causon, the CEO of the Institute of Customer Service, the independent, professional membership body for customer service. This interview makes up number seventeen in the series of interviews with business leaders in the ‘customer’ space, leading authors, thought leaders and general all round good guys and gals, that I think that you will find interesting and helpful in growing your businesses. The rationale for the interview is that I reached out on Twitter to the Institute via Twitter and asked as I thought Jo would have a lot of interesting stuff to say. As my Mum always said: 'If you don't ask, you don't get'. Jo didn't disappoint.

Om Podcasten

An ongoing series of interviews where I, Adrian Swinscoe, interview leading entrepreneurs, leaders and thought leaders about how to deliver stand out customer experience and service. Essentially, I'm looking for practical clues that will help you build a business that both customers and employees love. Topics covered in the interviews include customer service, experience and engagement, employee experience and engagement, technology, adaptable and responsive organizations, high-performing teams and all such related issues. Note: This podcast series was originally known as the RARE Business podcast but rebranded in late 2019 on the back of the publication of my book: Punk CX.