Defining leadership
What qualities define a good leader? In uncertain and volatile times, it’s a more relevant question than ever. Businesses need strong leaders to navigate through the challenges that confront them,…
Focus on retaining and attracting talent, or risk a collapse in essential service provision
Another week, another raft of concerning headlines and political upheaval. Amongst the myriad of gloomy news reports, I was concerned to see the latest ONS Labour Market figures. They showed…
Supporting our people should be a business priority, year-round
This week marks Mental Health Awareness Week, and as I look at the plethora of headlines and social media posts promoting the cause, I am struck by just how far…
Supporting the Institute
Our Vice-Presidents are long-standing supporters of The Institute. They act as critical friends by helping us strengthen our senior level representation across a wide range of sectors. They also contribute…
Product Launch: our Trust Index (1 Nov 2022)
In these testing times, trust has never been more fundamental to driving satisfaction and loyalty with your customers. Following feedback and requests from our members on their desire to…
Striking the right balance at moments of high tension
Following last week’s Conservative Party Conference, the intense scrutiny on Liz Truss and her Government shows no sign of abating as both politicians and members of the public voice their…
Introduction to Customer Journey Mapping (11 Nov 2022)
In the current environment, many organisations are reviewing the journeys they take their customers on, seeing what works and what to change in order to service customers in the future…
Resetting our service nation
I wrote last week on the need for unity and the importance of demonstrating values through our actions. As both business and society reset themselves after a period of national…
ServCheck: Getting started with your survey
ServCheck is a powerful tool that measures your team’s alignment and engagement with your customer service strategy. It provides an independent measure and framework to drive a service culture across…
Introduction to Vulnerable Customers – Workshop for Managers (18 Oct 2022)
The current economic environment is presenting different challenges to customers and employees alike. Equipping leaders and managers with the skills and knowledge to support their teams assist customers in vulnerable…