This is Money: Poor service costing firms Ā£7.3bn every month, report reveals
Our latest UK Customer Satisfaction Index (UKCSI) was covered recently in This Is Money, highlighting the steep cost to UK businesses of poor service – Ā£7.3billion per month. The article also highlights that organisations which score well for customer satisfaction generally achieve stronger financial results.
Raising customer satisfaction is key to boosting growth
It was a pleasure to welcome many of you to the in-person launch of our latest UK Customer Satisfaction Index…
Making 2025 a year of growth through optimism and service
Happy New Year to you all. I hope the past few weeks have given you a chance to relax and…
Moving forward amidst uncertainty: a look ahead at key trends for 2025
As we approach the new year, following the rush of the holiday season, itās an ideal moment to reflect on…
A Dickensian twist
As we approach the end of 2024, itās time to reflect on what has been another eventful year for many…
Planning, prudence and purpose will be key in 2025
As we approach the end of 2024 and a new year looms, itās a good time to stand back, reflect…
Recording of Customer Experience Trends 2025 Webinar
Our CEO, Jo Causon, and Francesca Rea, Director of Customer Operations at NewDay, share their perspectives on the customer experience…
Trading through tough times ā the customer experience is key
As 2024 draws to a close, I do hope we can all find a moment to reflect on not just…
BBC Radio 5 Wake up to Money: Jo Causon discusses the importance of good service to economic growth
Jo Causon returned to BBC Five Liveās Wake up To Money where she discussed the challenging landscape in customer…
Ahead of the Curve
Built around the creative concept of āAhead of the Curveā, our new look and feel reflects our commitment to putting…
Leading through uncertainty ā how business leaders can navigate tough times
Revised figures published by the Office for National Statistics this week revealed thatĀ the UKās productivity crisisĀ is worse than expected. This…
Building business confidence through service
Warnings this week that some organisations intend toĀ cut plans for growth, especially around headcount and hiring, are both concerning and…
Head to Head with Vanessa Pillay, Director of Customer Service (BT Group)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation…
Events and Training
We also hold regular events and webinars. Most are exclusive to our members and some are open to all business leaders and customer service professionals.
