How we help supercharge your customer service
Develop your people
Better trained staff are able to service your customers more efficiently and effectively.
Measure & Benchmark
Independently measure your success, identify opportunities and benchmark against competitors.
Policy Engagement
We engage with the Government and other public officials through our APPG, policy campaigns and partnerships with regulators.
Enhance Your Profile
Gain recognition of your organisation’s expertise in customer service, building your influence and raising your profile.
Set Service Standards
Find out how to set the highest quality standards to provide excellent customer service consistently.
A Critical Friend
We act as your critical friend – giving you an impartial outside perspective when you need it.
Research & Insight
Understand the evolving customer environment, the secrets of excellent service and get practical insight to inform your strategy.
Advice & Support
Weâre here to make sure everything is aligned around your customer to create a compelling, competitive advantage.
Insight & Thought Leadership
A Dickensian twist
As we approach the end of 2024, itâs time to reflect on what has been another eventful year for many organisations. And given this is my last note to you before Christmas; in keeping with tradition, Iâd like to take a slightly different approach. To give things a Dickensian twist, it feels as though the Ghost of Service Past continues…
Planning, prudence and purpose will be key in 2025
As we approach the end of 2024 and a new year looms, itâs a good time to stand back, reflect…
Trading through tough times â the customer experience is key
As 2024 draws to a close, I do hope we can all find a moment to reflect on not just…
Leading through uncertainty â how business leaders can navigate tough times
Revised figures published by the Office for National Statistics this week revealed that the UKâs productivity crisis is worse than expected. This…
Our Members
We have around 400 organisational members – big and small â spanning all sectors. We have many individual members, from experienced business leaders, to those starting their careers.
