When was the last time things felt ‘normal’? Most of us would probably agree that conditions have felt anything but ordinary ever since the Brexit referendum of 2016. Since then, it’s been a whirlwind of political change, the Covid-19 pandemic,…
It is always a great pleasure to hold our Annual Conference, when we bring together Institute members, business partners and colleagues to take a deep dive into what’s really driving the customer service agenda and think about how we can…
We’ve recently had the news that the ‘R’ word is back. It may only be a technical recession, but nevertheless it is a blow to confidence and morale as 2024 gets going. On the positive side, the size of the…
It is certainly disappointing and concerning that UK customer satisfaction has fallen again (the third straight period of decline) and now stands at its lowest level since 2015, according to our UK Customer Satisfaction Index (UKCSI). This is a disappointment…
2023 has been a challenging year for businesses and customers alike. Economic conditions have been tough, unpredictability has been a watchword – and customer satisfaction has taken a sharp decline. But what will 2024 hold? On one level, I fear…
Sometimes things happen that throw into sharp focus how organisations must take a holistic view of what their customers need and adopt a proactive stance to provide the help and advice required. The terrible storms that recently struck many parts…
Back in 2017, at The Institute we carried out a piece of Breakthrough Research to analyse and quantify the return on investment of the customer service agenda. The study showed that there is a clear dividend for those organisations that…
Do we need to review corporate governance in the UK to ensure that companies focus on balancing the needs of all their stakeholders, not just investors? The UK’s corporate governance regime has been in place (with minor updates) for a…
Signs of a drop in customer satisfaction levels have been gathering over the last few months, as I have warned about in recent blogs – and now the evidence is all before us in the Institute’s latest UK Customer Satisfaction…
Questions of leadership are never far away, in public life or in business. In turbulent times such as we have lived through nationally and globally in recent years, leadership really comes to the fore. I have no doubt that when…