So much has changed in the last couple of years through the pandemic, Brexit, the war in Ukraine and now the cost of living crisis that I believe we are seeing a watershed in customer attitudes to their relationship with…
In times of crisis, when uncertainty is rife, leaders who can inspire trust and temper anxiety are indispensable. Given how tumultuous the world is, the need for robust and moral leadership feels more critical than ever. Unfortunately, positive examples in…
Yesterday, the Police, Crime, Sentencing and Courts Bill gained Royal Assent and will pass into law. It included the amendment we have been campaigning for, which introduces harsher sentencing for assaults against public-facing workers. This is a landmark moment for…
One of the issues we are passionate about at The Institute is that all customer service professionals should be treated with respect and decency by customers – and should not be exposed to threatening, abusive or even violent behaviour. This…
Our research shows customer purchasing decisions are increasingly influenced by an organisation’s Environmental, Social and Governance (ESG) agenda, despite some of the more recent challenging headlines. The results of our latest UKCSI show a direct correlation between an organisation’s positive…
Another week on, and the world continues to be fraught with ongoing trust issues in Institutions and general uncertainty, with inflation running at a 30-year high. There seems to be an innumerable catalogue of challenges that we are tasked to…
April heralds a new financial year for many organisations, offering the chance to refocus and re-establish the purpose and direction of travel an organisation is set on. Let's use it to reignite the service strategy and ensure we are doing…
There are more channels through which organisations can directly communicate with customers than ever before. This provides a wealth of opportunities to make meaningful connections with customers to build relationships and drive deeper loyalty. However, the risks of getting it…
Given all that is happening in the world right now, from the escalating cost of living crisis to the recent conflict in Ukraine, we could be forgiven for feeling a little overwhelmed. This sentiment is heightened by the increased emphasis…
Do you remember ‘normal’? It certainly feels like long a time ago… We’ve had a pandemic that tested families, communities and businesses to the limit, stretched on for two years and has now left most of us working in a…