The so-called Golden Quarter and its flagship moments – Black Friday and Christmas – present a significant opportunity for businesses. Especially for the retail, hospitality and travel sectors, for whom a major chunk of annual revenue can be earned in…
If you can believe it, it’s already less than six weeks to the festive period. But please don’t panic – I’m not going to focus on Christmas just yet! Of course, it’s essential that organisations treat all their customers with…
Most organisations would agree, whatever their sector, that we have experienced a challenging and turbulent number of years. However, by and large, businesses have shown commendable resilience in weathering the storm. For me, though, it’s rare events like the global CrowdStrike…
This month, we have released our latest six-monthly UK Customer Satisfaction Index (UKCSI) - and unfortunately it doesn’t make great reading. Customer satisfaction has fallen for the fourth period in a row and now stands at its lowest level since…
While last week felt like an apt moment to reflect on the sentiments of respect and service, the mood this week is very much focused on action and delivery. The King’s Speech means that parliament is back in session, marking the beginning…
The new government has rightly made clear its intention to foster growth across all corners of our economy. At the Institute, we look forward to playing our part by driving the service agenda across our members, policy work and business…
A new Labour Government was confirmed in the early hours of this morning, with Cabinet appointments being made throughout the day. At the Institute, it is business as usual – we look forward to continuing our work with the new…
It’s an extraordinary fact that around half of the world’s population is taking part in an election of some form during 2024. Here in the UK, our own General Election is hard upon us with a much-changed political landscape seeming…
Over the years, social media has become unavoidable in our daily lives, revolutionising how we communicate, share information, and connect. And, of course, this change doesn’t purely relate to ‘social activities’. Platforms like Facebook, Twitter, Instagram, and LinkedIn have transformed…
Despite the news that the UK economy is no longer expected to enter technical recession (two consecutive quarters of negative growth), the situation remains very challenged. The economy is stuck in neutral, cost pressures are being felt by businesses and…