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
Building service skills for the future
There has been a lot of news recently about the growing number of young people not in employment, education or training, or ‘NEETs’. Recent figures suggest that there are almost 1m NEETs aged 16-24 in the UK, across all levels of educational attainment. Last month, we heard the news that graduate job vacancies were 45% lower in January than the…
Leading through economic uncertainty: agile service leadership fosters enduring customer loyalty
Despite an optimistic start to the year, the UK now faces yet more economic headwinds as global uncertainty continues. Whether…
A challenging and rapidly changing landscape
Earlier this week, I had the pleasure of addressing 400 business leaders at our Annual Conference. As I noted during…
The Spring Statement – a platform for focus and long-term prosperity
The Chancellor’s Spring Statement was trailed as providing very little new news and by some as being ‘’boring’’. From a…
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.
