How changes in the product and service offering can damage consumer trust
News that McVitieās has reduced the cocoa content in its Club and Penguin biscuits because of cost pressures, rebranding them as ‘chocolate flavour’, made the headlines this week. We will see more of this I am sure as businesses continue to adapt to rising inflation and input costs ā issues that, while easing globally, remain persistent in the UK. Although…
Capitalising on the busy months ahead
As the days shorten and retailās Golden Quarter gets into full swing, weāre reminded that this is a critical trading…
Recording of our Quick Wins for Complaint Handling ā Webinar
Watch our free webinar, āQuick wins for complaint handling that builds customer trustā, a 30-minute taster session. This short webinar…
Recording of our NCSW: Introducing the Academy ā Webinar
During National Customer Service Week, we held an exclusive webinar Introducing The Academy, the learning and development hub of The…
National Customer Service Week ā and beyond
Each year, National Customer Service Week provides an opportunity to celebrate everything that makes up our Service Nation: the individuals,…
Recording of our NCSW: Award Entries Top Tips ā Webinar
To wrap up a fantastic National Customer Service Week, we hosted an engaging session on strategies for creating standout awards…
Employee engagement is more important than ever in a changing environment
Employee engagement is a perennial imperative for any organisation, with the link between highly engaged employees and strong customer service…
Recording of our NCSW: Fuelling growth through service ā Jo Causon & Colin Fyfe, CEO, Unity Trust Bank
On the Wednesday of National Customer Service Week 2025 we focused on the theme of Productivity, Growth and Innovation. As…
Rebuilding national unity through our Service Nation
In his conference speech last week, Sir Keir Starmer laid out his view of what it means to be British,…
Head to Head with Craig Brown, Chief Operating Officer (Legal & General Retail)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation…
How to get the best out of AI? Focus on people
The conversation surrounding the risks and opportunities of AI remains complex and fraught with uncertainty. There is, as yet, no…
Navigating labour market pressures by boosting productivity
The latest jobs data this week issued a clear signal that the UK labour market is set to cool further…
Listen: discussion on state of customer service on BBC Radio 5 Live
To mark the launch of Peter Cross’s new book, Start with the Customer, co authored by Jo Causon, The…
Events and Training
We also hold regular events and webinars. Most are exclusive to our members and some are open to all business leaders and customer service professionals.
