National Customer Service Week 2023 Round-up
Thank you to everyone who shared their NCSW activities and interactions with us throughout the week - your commitment to delivering outstanding customer service is truly inspiring, and it is…
Reflecting on National Customer Service Week: the value of inspiring a service nation
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…
The ROI of the service agenda is clear – and we need to keep getting the message across
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…
More than a summer job: Service as a Profession
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…
Let’s see some true service leadership
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 celebrate, let’s acknowledge our hard-working service professionals
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…
Building the Service Nation: Changing Perceptions about the Profession of Customer Service
This research examines the extent to which customer service is seen as a profession, with defined skills, standards and career pathways, and how professional development is evaluated and supported. We identify what actions are necessary and by whom to build recognition of service as a valued career and profession, with a significant voice and position in the boardroom. Download the full research report ?
Building the four pillars of a Service Nation
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…
Coming together to define our Service Nation
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…
Public policy to shape our Service Nation in 2023 and beyond
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…