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…
Planning, prudence and purpose will be key in 2025
As we approach the end of 2024 and a new year looms, it’s a good time to stand back, reflect and reset for the future. It has been another challenging year for businesses in a low-growth economy with high levels…
Calling for urgent action against the abuse of service workers
It is good to be back after some time away over the summer. There is something energising about a late summer break and having the opportunity to reflect on the year as we approach the final quarter of the calendar…
Navigating uncertainty requires clear and calm leadership
When was the last time things felt ‘normal’? Most of us would probably agree that conditions have felt anything but ordinary ever since the Brexit referendum of 2016. Since then, it’s been a whirlwind of political change, the Covid-19 pandemic,…
Keeping service at the heart of the agenda in 2024
2023 has been a challenging year for businesses and customers alike. Economic conditions have been tough, unpredictability has been a watchword – and customer satisfaction has taken a sharp decline. But what will 2024 hold? On one level, I fear…
The customer experience is the conscience of an organisation
Reports this week of energy companies and the banking sector amassing large profits as the cost-of-living crisis continues for many have been met with ire from consumers and commentators alike. This raises an interesting question around how organisations balance short-term…
New Year, new hopes for our Service Nation
As we settle back into normality after the festive break, I’d like to wish you all a very Happy New Year. I hope you were able to enjoy some downtime with friends and family. If the first few days of…
Leaders must make time for strategic planning and thinking
These are undoubtedly difficult times for business leaders as the UK heads into a recession and cost of living crisis. The Chancellor’s recent Autumn Statement was frank about the challenges ahead, and it’s clear that we are entering into an…