I am increasingly concerned that UK plc may be taking its foot off the accelerator. Too many organisations are focused on short-term reporting and short-term gains, and both often come at the expense...
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As the New Year gets under way, for many people it’s a time of reflection and resolution, with many individuals considering their current roles and careers. In fact, research shows that as many as o...
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Our report, that has just been published, is the most detailed UK study that I am aware of looking at the relationship between customer satisfaction and financial metrics such as turnover and profitab...
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In times of uncertainty and change organisations need strong business leadership, more than ever.But, right now, I am concerned that, despite all the talented people in the workplace, today’s leader...
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At the start of the year, the Institute published new research which explored changing customer priorities. It highlighted the elements of the ultimate customer experience which matter most to c...
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In a world where the war on talent is growing, and ensuring we have the right people in our companies who are engaged and motivated to deliver, is becoming a real challenge for organisations across al...
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The Autumn Statement underlined the importance of tackling youth unemployment in order to enhance UK competitiveness. The Chancellor announced the creation of an extra 20,000 higher apprenticeships ...
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Customer service is therefore made up of your people; their capabilities, competencies, attitudes, engagement, continuity and strategy, your processes; the creativity and consistency embedded in car...
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