Regular readers of these weekly missives will know that I often reflect on the challenging times we are now living in.
Just last week, I touched on the impact of this for UK businesses. In reality, though, it’s true for all of us – from entire nations and economies to families and individuals. And a glance at the news agenda, geopolitical or otherwise, reveals the pace at which things continue to change.
A key aspect of any PM’s role is to stand up for the UK and our position on the global stage. This week, it was Sir Kier’s turn to seek some kind of resolution to the many challenges we face, such as the potential impact of tariff hikes or wavering transatlantic relations, with a pivotal visit to his US counterpart.
Where we succeed in service – and where to focus next
As a nation, our skills, capabilities and performance in customer service are fundamental to our success and prosperity.
We know that 60% of UK employees across a range of job roles deal with customers, while 80% of GDP is generated by the services sector – which is becoming increasingly important in export markets alongside the domestic economy.
That’s why we need to come together to promote the service agenda, boost service standards and raise customer satisfaction: not only to drive the long-term growth of our own economy, but to give us a position of strength among our global peers.
To do so, we should start by focusing on where we excel already. The UK is the world’s second-largest exporter of services, while recent data shows an uptick in the output of UK services towards the end of last year.
We also need to think about the infrastructure we have in place to deliver good services.
Considered and continued investment in infrastructure is a key determining factor in efficiency, effectiveness and reliability – and the foundation of a positive customer experience. In tandem, it’s a magnet for inward investment in the UK, which will play a key part in our economic recovery.
Coming together as a Service Nation
The UK has the people, expertise and mindset needed to lead in service on a global scale. But we cannot afford to merely pay lip service to supporting the customer experience.
We need to make a concerted, collective effort to capitalise on our successes and make improvements where we fall short. That means investing wisely in the customer journey, including in technology and infrastructure, and most importantly, fostering optimism and confidence.
And on that note, I look forward to welcoming many of you to our Annual Conference next week, where we will explore these themes further. Because it is through the Service Nation that, together, we can help to achieve growth for the UK economy and support society for the better.
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