A Dickensian twist
As we approach the end of 2024, it’s 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, I’d like to take…
Boosting productivity will be key to capitalising on the green shoots of economic recovery
The economic mood across the UK should be a more positive one, with last week’s data showing several improvements in many key areas of the economy. As I discussed on Wake Up to Money earlier this week amongst other things, the early…
Conditions are aligning to get customer satisfaction back on an upward trend
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…
The role of service in navigating the winds of change
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…
We have a new government, and it’s time for a new era of service leadership
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…
Our Manifesto to build a Service Nation
With a general election now called for July 4, the UK is fast kicking into in pre-election mode, and campaigns will soon be getting into full swing. Political parties are publishing and promoting their manifestos, as well as formulating their…
Building a thriving future through the Service Nation
It is always a great pleasure to hold our Annual Conference, when we bring together Institute members, business partners and colleagues to take a deep dive into what’s really driving the customer service agenda and think about how we can…
Customer service: the boardroom imperative for today and tomorrow
Reflecting further on our Annual Conference last week, it’s clear that enabling and empowering our people – whether through better training, access to data and knowledge, understanding customer behaviour better, or the use of outputs from the effective use of…
Turning around the worrying decline in customer satisfaction
Our latest UK Customer Satisfaction Index, published on Tuesday, illustrates once again that customer service is not an optional extra, but a strategic necessity. It is the key to success and long-term survival in today’s uncertain and competitive business environment –…
A time to believe in customer service
At this time of year, I'm reminded of a Christmas classic, The Polar Express – the story of a magical and, at times, turbulent journey to the North Pole, where our hero comes to appreciate the wonder of Christmas and…