Regular readers of these weekly missives will know that I often reflect on the challenging times we are now living in. Just last week, I touched on the impact of this for UK businesses. In reality, though, it’s true…
It’s something we often talk about, but its importance can’t be overstated: organisations simply have to design the user experience through the eyes and perspectives of the customer. This is one of the fundamental determinants of good service and…
Today, companies are increasingly in the spotlight due to a keener interest in their ethical practices, how they treat their employees and the relationships they have with their partners throughout the supply chain. Running a business has undoubtedly become more…
The Heathrow debate has reared its head once again, owing to the Government’s backing for a third runway and this week’s calls for a review of the way it is regulated, as passenger charges rise and operating standards fall. Those in…
No business, society or organisation operates in a vacuum, and we have long lived with turbulent and changing landscapes. In fact, innovation often occurs when we are at our most challenged. I think the issue is being clear about what…
Since its first months in office, the Government has signalled its desire to deliver economic growth. Making this a reality, however, is more difficult than perhaps we all expected, and the question as to whether regulation has a part to…
As 2025 gets underway, businesses still face a challenging economic and wider operating environment – but there is at least some encouraging news in our latest UK Customer Satisfaction Index (UKCSI). After four successive six-month periods of declining scores, the…
From Washington to Davos, many of the world’s most influential leaders – in both business and politics – face an increasingly uncertain year ahead. Cutting through the noise on both sides of the Atlantic this week, however, has been artificial…
It was a pleasure to welcome many of you to the in-person launch of our latest UK Customer Satisfaction Index (UKCSI) this week. Hearing about the work that goes on across our member base to drive forward the service agenda…
Happy New Year to you all. I hope the past few weeks have given you a chance to relax and recharge, and that you return ready to make 2025 a year of growth. Each year, the festive period reminds us…