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
Leading through uncertainty â how business leaders can navigate tough times
Revised figures published by the Office for National Statistics this week revealed that the UKâs productivity crisis is worse than expected. This data presents yet another economic warning sign thatâs difficult to ignore. When combined with persistent low growth, Budget-induced cost hikes and a rising minimum wage, the challenging environment facing businesses today will inevitably persist well into the new year. As…
Building business confidence through service
Warnings this week that some organisations intend to cut plans for growth, especially around headcount and hiring, are both concerning and…
The critical end-of-year period â maximising the Golden Quarter
The so-called Golden Quarter and its flagship moments â Black Friday and Christmas â present a significant opportunity for businesses…
Putting ourselves in unfamiliar situations brings new learnings and refreshes our perspectives
I am often invited to speak at conferences and events around the UK â but last week, I spoke at…
Our Members
We have around 400 organisational members – big and small â spanning all sectors. We have many individual members, from experienced business leaders, to those starting their careers.
