As National Customer Service Week (NCSW) draws to a close, we can safely say the response has been emphatic. Businesses celebrated their teams, teams celebrated their service heroes, and one…
Back in 2017, at The Institute we carried out a piece of Breakthrough Research to analyse and quantify the return on investment of the customer service agenda. The study showed…
Over the last two weeks, students across the country have been receiving their exam results, with some even brave enough to do so live on TV. It’s an annual tradition…
We often talk about the UK as a 'Service Nation', but what do we mean by this? For me, it is a way of encapsulating the world we want to…
As we edge closer to the Coronation - and whether you are a republican, a royalist, or somewhere in between - it is clear the whole country is relishing the…
Despite the news that the UK economy is no longer expected to enter technical recession (two consecutive quarters of negative growth), the situation remains very challenged. The economy is stuck…
It was a pleasure to welcome so many of you to our Annual Conference this week, and I hope you came away from the day feeling as inspired and motivated…
This week saw the return of Parliament for the first time in 2023 and there is no doubt there is much work to be done. As the nation battles against…
The latest results of our Service with Respect campaign polling have revealed that over the last six months, 45% of frontline service staff have experienced hostility from customers, up 10%…