Our latest UK Customer Satisfaction Index, released this week, paints a concerning picture as to the future of our Service Nation. Overall customer satisfaction showed a decline of 0.7 points, and I fear the true depth of the problem may be…
The latest figures from the Office of National Statistics (who will be speaking at our Annual Conference in March) revealed a welcome surprise, as the UK eked out 0.1% growth in November. Whilst the figures have caused many commentators to predict a…
This week saw the return of Parliament for the first time in 2023 and there is no doubt there is much work to be done. As the nation battles against a challenging economic climate, the need for strong political leadership…
As we settle back into normality after the festive break, I’d like to wish you all a very Happy New Year. I hope you were able to enjoy some downtime with friends and family. If the first few days of…
As we approach the New Year, our 2023 Trends Report highlights the challenging environment organisations face as UK society becomes more divided, tensions rise and customer spending contracts. Attitudes continue to become more polarised, and supporting those who need it through the…
As we approach the festive season, individuals are cutting back on festive spending as the cost of living crisis intensifies. There is no doubt that this Christmas, and for the foreseeable future, purse strings will tighten for nearly all across…
As the end of 2022 draws ever closer, many organisations are looking to secure much-needed resources to handle peak-period pressures. Of course, maintaining daily service levels and meeting financial targets is critical, and I sympathise with the challenges many are…
What’s in the box? A great deal, or a great deal of disappointment? It’s a good concept for a game show, but potentially a poor strategy for building meaningful and valuable long-term customer relationships, which is critical to our long-term…
Writing hot on the heels of the UK’s second budget in as many months, it feels appropriate to reflect on what we as business leaders can learn from the contrasting approaches to the last two budget announcements. As the Chancellor…
Last week, ‘Permacrisis’ was announced as Collins Dictionary's word of the year, and it certainly does feel that it sums up 2022. Just this week, we have heard further grim assessments that the nation could be set to enter the…