How we help supercharge your customer service
Develop your people
Better trained staff are able to service your customers more efficiently and effectively.
Measure & Benchmark
Independently measure your success, identify opportunities and benchmark against competitors.
Policy Engagement
We engage with the Government and other public officials through our APPG, policy campaigns and partnerships with regulators.
Enhance Your Profile
Gain recognition of your organisation’s expertise in customer service, building your influence and raising your profile.
Set Service Standards
Find out how to set the highest quality standards to provide excellent customer service consistently.
A Critical Friend
We act as your critical friend – giving you an impartial outside perspective when you need it.
Research & Insight
Understand the evolving customer environment, the secrets of excellent service and get practical insight to inform your strategy.
Advice & Support
Weâre here to make sure everything is aligned around your customer to create a compelling, competitive advantage.
Insight & Thought Leadership
Frontline workers deserve better protection from abuse, hostility and crime
Regular readers – many of whom are supporters of our Service with Respect campaign – will know that we have been making the case for a long time for action to tackle unacceptable violence, abuse and threats faced by some customer-facing workers across the UK. The shocking scenes witnessed recently in an M&S store, and more widely on Clapham High…
Navigating peak demand â and events beyond our control
In every sector, and for several years now, rising customer expectations have been placing increasing pressure on all organisations to…
Mission, accountability and the year ahead
The start of a new financial year provides us as business leaders with an opportunity to reset our organisationâs strategy…
Keeping connected, building the Service Nation
We are navigating a period of considerable geopolitical and economic uncertainty – this much we know. The conflict in Iran,…
Our Members
We have around 350 organisational members – big and small â spanning all sectors. We have many individual members, from experienced business leaders, to those starting their careers.
