How we help supercharge your customer service
Develop your people
Better trained staff are able to service your customers more efficiently and effectively.
Measure & Benchmark
Independently measure your success, identify opportunities and benchmark against competitors.
Policy Engagement
We engage with the Government and other public officials through our APPG, policy campaigns and partnerships with regulators.
Enhance Your Profile
Gain recognition of your organisation’s expertise in customer service, building your influence and raising your profile.
Set Service Standards
Find out how to set the highest quality standards to provide excellent customer service consistently.
A Critical Friend
We act as your critical friend – giving you an impartial outside perspective when you need it.
Research & Insight
Understand the evolving customer environment, the secrets of excellent service and get practical insight to inform your strategy.
Advice & Support
Weâre here to make sure everything is aligned around your customer to create a compelling, competitive advantage.
Insight & Thought Leadership
How the hospitality sector â and business in general â can capitalise on evolving consumer preferences
Traditionally, many of us jet off on holiday at this time of year, to make the most of the school break, enjoy the warmer weather abroad, or simply recharge. Recently though, patterns have started to shift. A survey in July found that 9% of holidaymakers had changed their preferred holiday months, up from 8.5% last year. This may seem a small change,…
A strong service strategy is also key for business customers
A glance at some of the economic headlines this week might suggest a gloomy outlook – whether because of concerns…
A lesson for all of us in leading from the front
In some organisations, it can often feel as though there is a disconnect between those on the frontline and those…
Welcome uplift in customer satisfaction needs to be maintained for the long-term
The business environment remains volatile, unpredictable and hard to read. Globally, there is a challenging geopolitical landscape while at home,…
Our Members
We have around 350 organisational members – big and small â spanning all sectors. We have many individual members, from experienced business leaders, to those starting their careers.
