We are living in truly challenging times for business leaders. But the worry is that when spending tightens and the economy is more difficult, many businesses focus either on lowering prices to keep customers spending, or on cutting costs. Or both.
National Cusomer Service Week 2017 is approaching. Here is a new blog on why it is important to get involved in this event.
In times of uncertainty and change organisations need strong business leadership, more than ever. But does it exist in UK organisations and what impact does this have on service strategies?
25 years after the UK's Corporate Governance Code was introduced there is no doubt it has had a positive effect. But there is more that can be done. Here, Jo Causon, outlines what that may be to build customer trust and improve customer satisfaction.
What impact will artificial intelligence and robotics have on the customer experience? Is it a force for good?
A recent meeting of the All Party Parliamentary Group on Customer Service concluded outcome based regulation is the way forward
Can customer service leaders learn from Leicester City's triumph?
Employee engagement may be understood as a source of competitive advantage, but are Boardrooms really closing the gap between their perceptions and those of their staff?
What do our politicians and UK organisations think about data, Big Data, and whether customers trust organisations to keep it safe?
Employers are struggling to fill vacancies because they can't find people with sufficient 'customer handling skills'. But there is a solution