In recent months, we have seen several major retailers and banks experience significant digital outages. Morrisons, Marks & Spencer, the Co-op, and Harrods have been the latest to fall victim, with M&S still reeling from a far-reaching incident which started…
As many of you will know by now, I am a firm believer that service is essential in futureproofing against uncertainty and the key to unlocking the UK’s route to a productive and growing economy. Between the usual economic headlines…
It was a pleasure to welcome so many of you to the Institute’s 15th Annual Conference this week. Coming together to share our service stories – both the successes and learnings – served as a reminder of the “why” behind…
Regular readers of these weekly missives will know that I often reflect on the challenging times we are now living in. Just last week, I touched on the impact of this for UK businesses. In reality, though, it’s true…
The Heathrow debate has reared its head once again, owing to the Government’s backing for a third runway and this week’s calls for a review of the way it is regulated, as passenger charges rise and operating standards fall. Those in…
As we approach the new year, following the rush of the holiday season, it’s an ideal moment to reflect on the challenges and opportunities ahead. In 2024, a new government took office with an ambitious agenda for change. However, the…
As we approach the end of 2024 and a new year looms, it’s a good time to stand back, reflect and reset for the future. It has been another challenging year for businesses in a low-growth economy with high levels…
The economic mood across the UK should be a more positive one, with last week’s data showing several improvements in many key areas of the economy. As I discussed on Wake Up to Money earlier this week amongst other things, the early…
Join our interactive webinar to find out how our Academy can help enhance the service skills, confidence, and capabilities of your teams at all levels. We will give you an overview of our Academy offering, including our wide range of…
Our latest UK Customer Satisfaction Index, published on Tuesday, illustrates once again that customer service is not an optional extra, but a strategic necessity. It is the key to success and long-term survival in today’s uncertain and competitive business environment –…