Another week on, and the world continues to be fraught with ongoing trust issues in Institutions and general uncertainty, with inflation running at a 30-year high. There seems to be an innumerable catalogue of challenges that we are tasked to…
April heralds a new financial year for many organisations, offering the chance to refocus and re-establish the purpose and direction of travel an organisation is set on. Let's use it to reignite the service strategy and ensure we are doing…
There are more channels through which organisations can directly communicate with customers than ever before. This provides a wealth of opportunities to make meaningful connections with customers to build relationships and drive deeper loyalty. However, the risks of getting it…
Given all that is happening in the world right now, from the escalating cost of living crisis to the recent conflict in Ukraine, we could be forgiven for feeling a little overwhelmed. This sentiment is heightened by the increased emphasis…
Do you remember ‘normal’? It certainly feels like long a time ago… We’ve had a pandemic that tested families, communities and businesses to the limit, stretched on for two years and has now left most of us working in a…
It may feel like we have said this time and again over the past few years, but the UK (and, indeed, the world) is facing one of the most challenging periods in our history. The escalating cost of living crisis,…
It has been interesting to observe the growth and evolution of customer service over the past decade, and none more so than the past two years. The pandemic served to highlight the true value of those working in service roles…
On the face of it, our January 2022 UK Customer Satisfaction Index (UKCSI) results are great news. Customer satisfaction is up by 1.6 points compared to a year previously, at 78.4 (out of 100). This is the highest overall score…
Whether we notice it or not, regulation touches many parts of our daily lives. It is an important aspect of businesses within regulated sectors, designed to ensure fairness protect consumers, make organisations accountable and reduce systemic risks for the long-term…
The lifting of all Covid restrictions this week will have sparked a sigh of relief for organisations across the country. Yet the escalating cost of living crisis and the incredibly concerning and escalating situation in Ukraine suggest businesses and their…