Let’s see some true service leadership
We often talk about the UK as a 'Service Nation', but what do we mean by this? For me, it is a way of encapsulating the world we want to see - one where the true value of service across…
Time to move the dial on growth
This time of year always feels like it’s about renewal as spring starts to show through and, in fiscal terms, we move from one financial year into the next. So the time feels right – and necessary – to redouble…
Running to stand still? Businesses need to find a way to move forwards
Have you ever known quite such a strange business and economic climate? On the one hand, we have the continuing shadow of a recession hanging over the economy, with a cost of living crisis that is affecting many households and especially…
Falling customer satisfaction creates a productivity drag at the worst possible time
As 2023 gets underway, the UK economy is hovering on the verge of a recession. With the cost of living crisis making itself felt and inflation still around double digits, it is likely to prove a challenging year for individuals…
New Year, new hopes for our Service Nation
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…
Let’s end our love affair with the short-term and focus on future building
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…
Facing up to the true cost of complaints
As we lean into the consequences of the cost of living crisis, it is important we continue to recognise and address true customer needs, and not make assumptions about what customers want. Inflation is affecting all of us, but it…
Helping the UK economy swerve a Catch-22 situation on service
Tuesday saw new legislation providing greater protection to frontline service professionals from customer abuse come into effect. This comes after two years of campaigning and off the back of your support, for which we are very grateful. In the face of an…
The rise of vulnerability and exclusion: supporting customers through challenging times
Talking to members, I know I am not alone in feeling concerned for the future of our nation. We are faced with a catalogue of issues: skills shortages after pandemic layoffs, supply chain shortages linked to international conflict, and now…
Polarisation: how are we going to manage the fact that we can’t have everything for nothing?
With prices rising at their fastest rate for 40 years, it’s clear that it’s a tough time for businesses and customers across the board. The latest inflation figure is 9% and that figure is expected to rise even higher this…