I think it would be fair to say that the subject of leadership is under greater scrutiny than ever and, some might argue, in short supply! A key aspect of leadership must be focused on morality – the simple distinction…
Our latest January 2023 UKCSI revealed that employees are spending an average of 4.8 working days a month dealing with customer problems, costing UK businesses an estimated £11.4bn a month in lost productivity. As a result, companies are taking record…
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…
Last month I wrote about the need for organisations to have a customer service reset in order to avoid the risk of a downward spin in satisfaction levels. This month, our latest six-monthly UK Customer Satisfaction Index (UKCSI) only reinforces…
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…
Customer service complaints have hit their highest level on record and are costing British businesses more than £9bn a month in lost staff time, research has found. As firms struggle to cope with global supply issues and a staffing crisis,…