How we help supercharge your customer service
Develop your people
Better trained staff are able to service your customers more efficiently and effectively.
Measure & Benchmark
Independently measure your success, identify opportunities and benchmark against competitors.
Policy Engagement
We engage with the Government and other public officials through our APPG, policy campaigns and partnerships with regulators.
Enhance Your Profile
Gain recognition of your organisation’s expertise in customer service, building your influence and raising your profile.
Set Service Standards
Find out how to set the highest quality standards to provide excellent customer service consistently.
A Critical Friend
We act as your critical friend – giving you an impartial outside perspective when you need it.
Research & Insight
Understand the evolving customer environment, the secrets of excellent service and get practical insight to inform your strategy.
Advice & Support
We’re here to make sure everything is aligned around your customer to create a compelling, competitive advantage.
Insight & Thought Leadership
From online to the high street – why service provides the edge
It’s no secret that retail has had a difficult few years, particularly on the high street. I was therefore interested to read about the clothing brand Hush and its plans to open its first standalone high street stores after 23 years of operating exclusively online. At a time when several familiar names are closing their stores, Hush’s decision is a…
Can we solve the recruitment disconnect?
I was recently invited to speak at an insurance industry conference in Birmingham to discuss the importance of driving the…
Scams necessitate working with customers to sustain trust
This week, The Institute published research showing one in three UK consumers (31%) have abandoned an online purchase because they…
The urgent AI question boards need to answer
AI is fast evolving into an existential question for boardrooms. Improving staff productivity and making better use of company resources…
Our Members
We have around 350 organisational members – big and small – spanning all sectors. We have many individual members, from experienced business leaders, to those starting their careers.
