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
Leadership for challenging times starts on the frontline
As part and parcel of being CEO of a membership organisation, I am often invited to speak at events and boardrooms, which I always enjoy and see as a great privilege! As I travel, I get to experience a wide range of customer experiences, and of course, I get to sit in many different reception areas. I’m always interested in…
From online to the high street – why service provides the edge
It’s no secret that retail has had a difficult few years, particularly on the high street. I was therefore interested…
Can we solve the recruitment disconnect?
I was recently invited to speak at an insurance industry conference in Birmingham to discuss the importance of driving the…
Scams necessitate working with customers to sustain trust
This week, The Institute published research showing one in three UK consumers (31%) have abandoned an online purchase because they…
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.
