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…
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…
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent guest was Mike Gauterin, Customer Services and Technology Director of United Utilities. Listen to Jo and…
The closure of Fenwick’s flagship London store last weekend struck a chord with me – particularly the stories in this Guardian piece 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 latest 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 today’s uncertain and competitive business environment –…
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent guest was Simon Brown, CEO at Landmark Information Group. Listen to Jo and Simon discuss leadership,…
The latest festive trading period highlights just how complex and unpredictable consumer behaviours and trends can be. Whilst spending data released this month reported an increase in total UK retail sales for November and December, figures published by the BRC suggest fewer customers…
Like many of you, I was fascinated and shocked by the Post Office drama that aired on ITV recently and have been following the real-world fallout throughout this week. In years to come, I suspect this story will become an…
Happy new year to everyone. I hope you had a restful break after a busy service season. January is a time to reflect and set ambitions and aspirations for the year ahead. Unlike the many New Year’s resolutions that will…