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 see - one where the true value of service across…
An omni-channel approach gives customers the choice they want
At the start of the new financial year, and on the cusp of another technological revolution – this time driven by even greater advances in AI - organisations are seeking more personal, efficient, and cost-effective ways to serve their customers,…
Supply chain issues show we need a reset of expectations
This week’s headlines have been filled with news of widespread supply shortages across UK businesses. I’m sure many of you have popped into a supermarket recently and been met with a scarcity of items such as tomatoes and peppers -…
Supporting customers through the cost of living crisis will be key to maintaining loyalty
As we approach the festive season, individuals are cutting back on festive spending as the cost of living crisis intensifies. There is no doubt that this Christmas, and for the foreseeable future, purse strings will tighten for nearly all across…
Leaders must make time for strategic planning and thinking
These are undoubtedly difficult times for business leaders as the UK heads into a recession and cost of living crisis. The Chancellor’s recent Autumn Statement was frank about the challenges ahead, and it’s clear that we are entering into an…
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, staff look to leaders to provide clarity and direction, while…
Webinar: Head to Head with Richard Fearon (Leeds Building Society)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent guest was Richard Fearon, Chief Executive Officer at Leeds Building Society. Listen to Jo and Richard discuss the importance of…
In the face of a storm, let’s not abandon our strongest defences
Last week’s grim, if not entirely unexpected, announcement from the Bank of England of an imminent fall into recession for the nation will have business leaders - and their people - feeling uneasy. In times of economic downturn, it is…
Resilience in the new environment
Is there a phrase more distinctively British than the stoic wartime imperative to “keep calm and carry on”? Having watched the commentary in relation to the record temperatures set across the UK this week, a phrase that a good friend…
In defence of hard decisions – how to cut service effectively
It's been a tough week for Heathrow's John Holland-Kaye who, amidst ongoing travel chaos has been forced to announce a monthly passenger cap and urge partner airlines to stop selling tickets. With hindsight, many have criticised his earlier decisions to…