We are navigating a period of considerable geopolitical and economic uncertainty - this much we know. The conflict in Iran, rising protectionism and supply chain disruption are exerting real pressure on UK businesses and households alike. Despite an optimistic start…
As a leader, when was the last time you directly interacted with a customer to listen to their feedback and understand what matters most to them? Hopefully the answer is ‘not long ago’ – but certainly it’s easy for busy…
As 2026 gets underway, it remains a challenging time for many consumers and businesses – so it is reassuring and positive news that customer satisfaction as tracked in our UK Customer Satisfaction Index (UKCSI) has moved decisively up to reach…
2025 has been another helter-skelter year of unpredictable events, geopolitical instability and tough economic trading conditions. Looking forward to 2026, I don’t expect it to be any different. The good news for business is that we have become accustomed to…
It’s often said that good communication is a key component of corporate strategy – and this has never been truer than it is today. We are living in challenging times, with geopolitical tensions, economic pressures on businesses and a high…
Employee engagement is a perennial imperative for any organisation, with the link between highly engaged employees and strong customer service and business performance well established. In that sense, nothing has changed. However, given the shifting and uncertain landscape around us,…
At The Institute, we launched our Service with Respect campaign back in 2020 to shine a light on the issue of abuse against customer service staff. The campaign has been extremely successful, gaining support across stakeholder groups and raising awareness…
The business environment remains volatile, unpredictable and hard to read. Globally, there is a challenging geopolitical landscape while at home, the UK economy is giving off mixed signals about future prospects and growth. In this context, it sometimes feels like…
Buying a car is a major purchase, for most people probably second only to buying a property in significance. And just as buying a house and getting a mortgage can be a complex process, so too buying a car brings…
It has become almost routine to talk about the importance of cyber security in an increasingly dangerous environment – but developments in recent weeks have highlighted just how likely and real the threat is. Both M&S and Co-Op have become…