Supply chain issues show we need a reset of expectations
This weekās headlines have been filled with news of widespread supply shortages across UK businesses. Iām sure many of you…
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…
Running to stand still? Businesses need to find a way to move forwards
Have you ever known quite such a strange business and economic climate?Ā On the one hand, we have the continuing shadow…
Mind the gap – but most of all focus on which side you will fall
The papers would have us believe the economy is on a razorās edge, with every issue of economic figures scrutinised…
Webinar: Head to Head with Jeremy Hyams (Claims Consortium Group).
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Joās recent…
The importance of a strong emotional connection with customers
At last we might be beginning to see some light at the end of the tunnel. This week has seen…
Webinar: Head to Head with Mario Mazzocchi (Wesleyan)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Joās recent…
Moral leadership from the top for our Service Nation
I think it would be fair to say that the subject of leadership is under greater scrutiny than ever and,…
Poor customer service costs UK firms billions ā so why canāt they get it right?
Our latest January 2023 UKCSI revealed that employees are spending an average of 4.8 working days a month dealing with…
Webinar: Head to Head with Nick Atkin (Yorkshire Housing)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Joās recent…
Falling customer satisfaction creates a productivity drag at the worst possible time
As 2023 gets underway, the UK economy is hovering on the verge of a recession. With the cost of living…
Our latest UKCSI results are a timely reminder of the importance of service
Our latestĀ UK Customer Satisfaction Index, released this week, paints a concerning picture as to the future of our Service Nation…
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.
