It’s that time of the year again; the dusk is creeping in earlier, the leaves are changing palette, and we are feeling the first cold pinch of winter. Changing seasons aside, it is also when we as business leaders consider…
I am really pleased to see the increased engagement this year with NCSW (we saw the highest levels of website traffic and social engagement to date) as business leaders and teams across the UK celebrated their service heroes and tested…
As National Customer Service Week (NCSW) draws to a close, we can safely say the response has been emphatic. Businesses celebrated their teams, teams celebrated their service heroes, and one message rang loud and clear throughout it all: the value…
We are, as we all know, living in challenging times with what feels like a significant rise in anti-social behaviour being reported across the UK, which is manifesting itself in different ways and impacting on business, individuals and wider society.…
Parliament is well and truly back in session, and the health of the economy is a key area of concern as we prepare to enter an election year – particularly given the news this week of a larger than expected…
This week, I was asked by The Grocer to give some thought to the part that M&S’s renewed focus on the customer experience has played in its recent success. A week on from M&S's return to the FTSE 100, it is interesting…
This past week we saw an all-too familiar story in the UK headlines – a weekend of disruption, confusion, and ‘chaos’ for holidaymakers and travellers alike due to an air traffic control issue across the country. Following a spring and…
Over the last two weeks, students across the country have been receiving their exam results, with some even brave enough to do so live on TV. It’s an annual tradition that seems to capture the national fascination - many of…
We are just three weeks into the start of Consumer Duty, the Financial Conduct Authority’s (FCA) new powers to set higher and clearer standards of consumer protection. But if firms thought they’d get a summer grace period with the new…
For many, the banking crisis of 2007-8 hit home the hardest when high street stores began to disappear. A perfect storm of rising costs, the growth of online shopping and dwindling footfall has seen many of our nation’s high streets…