What qualities define a good leader? In uncertain and volatile times, it’s a more relevant question than ever. Businesses need strong leaders to navigate through the challenges that confront them, staff look to leaders to provide clarity and direction, while…
The passing of Queen Elizabeth II has saddened millions of people around the world. She stood as a powerful emblem of service and leadership, carried out with an unfailing sense of duty and an unmistakable humility and grace.  I have…
Without doubt, technology has enabled organisations to make big strides in key aspects of customer service – and customers welcome many of these advancements. In particular, customers have embraced apps and also enjoy being able to self-serve for transactional requirements…
Last month I wrote about the need for organisations to have a customer service reset in order to avoid the risk of a downward spin in satisfaction levels. This month, our latest six-monthly UK Customer Satisfaction Index (UKCSI) only reinforces…
It has been a really testing couple of years for individuals, families and businesses – and the service industry has performed wonders to keep things going. Without doubt, the true value of service shone through during the worst of the…
So much has changed in the last couple of years through the pandemic, Brexit, the war in Ukraine and now the cost of living crisis that I believe we are seeing a watershed in customer attitudes to their relationship with…
In times of crisis, when uncertainty is rife, leaders who can inspire trust and temper anxiety are indispensable. Given how tumultuous the world is, the need for robust and moral leadership feels more critical than ever. Unfortunately, positive examples in…
Yesterday, the Police, Crime, Sentencing and Courts Bill gained Royal Assent and will pass into law. It included the amendment we have been campaigning for, which introduces harsher sentencing for assaults against public-facing workers. This is a landmark moment for…
One of the issues we are passionate about at The Institute is that all customer service professionals should be treated with respect and decency by customers – and should not be exposed to threatening, abusive or even violent behaviour. This…
Our research shows customer purchasing decisions are increasingly influenced by an organisation’s Environmental, Social and Governance (ESG) agenda, despite some of the more recent challenging headlines. The results of our latest UKCSI show a direct correlation between an organisation’s positive…