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…
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…
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…
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…
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…
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 –…
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…
Black Friday marks the start of one of the busiest, and potentially profitable, trading periods of the year for retailers. But this year, as the sales launch once more, it’s impossible to ignore that customer service is under more pressure…