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
We’re here to make sure everything is aligned around your customer to create a compelling, competitive advantage.
Insight & Thought Leadership
Regulating for service: Buy Now, Pay Later lenders and Consumer Duty
Earlier this week we heard the news that the FCA plans to loosen rules for ‘buy now, pay later’ (BNPL) lenders, around the level of information they are required to provide customers. BNPL lenders are a fast-growing part of the UK’s financial services landscape, currently serving over 11m customers in the UK, with £13bn of existing short-term loans. Until recently,…
A transformation in shopping is underway – the customer must remain the priority
UK retail was in the spotlight this week as new data revealed retail spending growth more than doubled last month. This will…
Quality of service comes before price
It is no secret that, since the pandemic, the UK’s leisure and hospitality industry has had to navigate some particularly…
To support the growth agenda, MPs should focus on service
At the beginning of this week, Business Secretary Peter Kyle offered a novel suggestion – that MPs’ pay should be…
Our Members
We have around 350 organisational members – big and small – spanning all sectors. We have many individual members, from experienced business leaders, to those starting their careers.
