What’s in the box? A great deal, or a great deal of disappointment? It’s a good concept for a game show, but potentially a poor strategy for building meaningful and valuable long-term customer relationships, which is critical to our long-term…
These are undoubtedly difficult times for business leaders as the UK heads into a recession and cost of living crisis. The Chancellor’s recent Autumn Statement was frank about the challenges ahead, and it’s clear that we are entering into an…
Writing hot on the heels of the UK’s second budget in as many months, it feels appropriate to reflect on what we as business leaders can learn from the contrasting approaches to the last two budget announcements. As the Chancellor…
Last week, ‘Permacrisis’ was announced as Collins Dictionary's word of the year, and it certainly does feel that it sums up 2022. Just this week, we have heard further grim assessments that the nation could be set to enter the…
This week we launched our Trust Indexâ„¢, an in-depth and independent evaluation of the true drivers and value of trust amongst British brands. Trust is high on the news agenda. And yet trust is a difficult factor to measure, with every…
The latest results of our Service with Respect campaign polling have revealed that over the last six months, 45% of frontline service staff have experienced hostility from customers, up 10% since February of this year. 34% think that their…
The latest results of our Service with Respect campaign polling reveal a worrying spike in abuse towards frontline staff. This has resulted in 40% of people thinking about leaving their role because of abuse they have faced. …
Our new polling data reveals that customer abuse of public-facing worker has risen significantly in the past six months. See shocking footage of some of the behaviour that customer service staff have to deal with. To find out more about…
It’s hard to believe quite how much has changed in the mere week since I shared my last note with you all. We have a new Prime Minister, our third in just seven weeks, and the sense of anxiety about…
The All-Party Parliamentary Group (APPG) on Customer Service raises awareness and understanding of customer service amongst parliamentarians and establishes a dialogue with UK organisations across all sectors. At our APPG meeting on 18th October 2022, we looked at the the…