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
Weâre here to make sure everything is aligned around your customer to create a compelling, competitive advantage.
Insight & Thought Leadership
How changes in the product and service offering can damage consumer trust
News that McVitieâs 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 â issues that, while easing globally, remain persistent in the UK. Although…
Capitalising on the busy months ahead
As the days shorten and retailâs Golden Quarter gets into full swing, weâre reminded that this is a critical trading…
National Customer Service Week â and beyond
Each year, National Customer Service Week provides an opportunity to celebrate everything that makes up our Service Nation: the individuals,…
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…
Our Members
We have around 350 organisational members – big and small â spanning all sectors. We have many individual members, from experienced business leaders, to those starting their careers.
