New Year, new hopes for our Service Nation
As we settle back into normality after the festive break, I’d like to wish you all a very Happy New Year. I hope you were able to enjoy some downtime with friends and family. If the first few days of…
Let’s end our love affair with the short-term and focus on future building
Writing hot on the heels of the UK’s second budget in as many months, it feels appropriate to reflect on what we as business leaders can learn from the contrasting approaches to the last two budget announcements. As the Chancellor…
Facing up to the true cost of complaints
As we lean into the consequences of the cost of living crisis, it is important we continue to recognise and address true customer needs, and not make assumptions about what customers want. Inflation is affecting all of us, but it…
Helping the UK economy swerve a Catch-22 situation on service
Tuesday saw new legislation providing greater protection to frontline service professionals from customer abuse come into effect. This comes after two years of campaigning and off the back of your support, for which we are very grateful. In the face of an…
The rise of vulnerability and exclusion: supporting customers through challenging times
Talking to members, I know I am not alone in feeling concerned for the future of our nation. We are faced with a catalogue of issues: skills shortages after pandemic layoffs, supply chain shortages linked to international conflict, and now…
Polarisation: how are we going to manage the fact that we can’t have everything for nothing?
With prices rising at their fastest rate for 40 years, it’s clear that it’s a tough time for businesses and customers across the board. The latest inflation figure is 9% and that figure is expected to rise even higher this…