In the first of our series on C-Sat for the C-Suite, we discuss the value of C-Sat as a metric – and how this and other measurements can be translated into continuous, practical improvements.

As it’s such an important topic, we’re dedicating four episodes to it. All four feature Jo Causon, CEO of the Institute of Customer Service.

We’ll be discussing other key customer satisfaction topics during the rest of the series. Throughout, Jo will be sharing her thoughts on why such a strong focus on customer satisfaction is so important today.