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…
Our latest UK Customer Satisfaction Index, released this week, paints a concerning picture as to the future of our Service Nation. Overall customer satisfaction showed a decline of 0.7 points, and I fear the true depth of the problem may be…
As we approach the New Year, our 2023 Trends Report highlights the challenging environment organisations face as UK society becomes more divided, tensions rise and customer spending contracts. Attitudes continue to become more polarised, and supporting those who need it through the…
Is there a phrase more distinctively British than the stoic wartime imperative to âkeep calm and carry onâ? Having watched the commentary in relation to the record temperatures set across the UK this week, a phrase that a good friend…
It's been a tough week for Heathrow's John Holland-Kaye who, amidst ongoing travel chaos has been forced to announce a monthly passenger cap and urge partner airlines to stop selling tickets. With hindsight, many have criticised his earlier decisions to…
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…
Recent headlines bring into sharp focus that we are living through one of the most volatile periods in history. In addition to the challenges post-Covid and the escalating cost of living crisis, reports of a so-called âsummer of discontentâ present yet…