Talk of the UK economy came to an initial halt this week as the world watched for confirmation of the next US president – although not for long. And by Thursday, the Bank of England provided an opportunity to refocus…
There has already been much commentary on this week’s Budget, which was a defining milestone for the new government in setting its vision for economic resilience and long-term growth. For businesses, it was a reason to brace for impact. For…
Some of you may be surprised to hear that we’re already more than three months on from the start of Consumer Duty, the new regulation which gave the Financial Conduct Authority (FCA) regulatory powers to set higher and clearer standards…
Traditionally, communicating that your organisation is effectively governed has not attracted nearly as much attention as the other two elements of ESG with customers anyway. However, consumers are beginning to see this as a critical area of importance. This may…
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…
Institute of Customer Service response to Ofwat’s consultation on the methodology for PR24.