Reflecting further on our Annual Conference last week, itās clear that enabling and empowering our people ā whether through better training, access to data and knowledge, understanding customer behaviour better, or the use of outputs from the effective use of…
It was a real pleasure to see so many of you at ourĀ Annual ConferenceĀ this past week. Each year, Iām humbled by the collective commitment to service excellence. This year was no different, as the many stories and successes shared throughout…
Today is International Womenās Day, a global occasion to celebrate the achievements and contributions of women in all walks of life. As I reflect on this day, I ask myself: are we doing enough to ensure our boardrooms and senior…
After a decade of unprecedented challenges and disruptions, the Prime Ministerās announcement of the āgreen shoots of recoveryā last week should be a cause for optimism for businesses across the UK. But with the ongoing pressures of rising costs, supply…
If you are reading these columns regularly, then you will already know how vocal I have been about the need to safeguard service professionals and how pleased we were to get some breakthrough 20 months ago with an amendment to…
Weāve recently had the news that the āRā 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…
Some may view regulators signalling their willingness to impose significant fines for poor customer service as a positive step; it certainly indicates how serious service breaches will be taken, which is a good thing given the importance of service to…
The closure of Fenwickās flagship London store last weekend struck a chord with me ā particularly the stories in this Guardian pieceĀ from some of its customers who used to cherish the personal touch they received when they visited the iconic…
The media has recently been awash with stories, including this one in The Telegraph, about the difficulties faced by both consumers and businesses with the rise of AI, chatbots, and other digital customer solutions. The technology has brought opportunities and…
Our latestĀ UK Customer Satisfaction Index, published on Tuesday, illustrates once again that customer service is not an optional extra, but a strategic necessity. It is the key to success and long-term survival in todayās uncertain and competitive business environment ā…