Putting ourselves in unfamiliar situations brings new learnings and refreshes our perspectives
November 21, 2024I am often invited to speak at conferences and events around the UK – but last week, I spoke at...
Effective approaches to regulation can raise customer service standards and boost growth
October 25, 2024One of the conundrums that we are faced with today is how to protect customers’ interests and boost the quality...
We need to keep striving for a service agenda with human values at its heart
September 26, 2024The service agenda is key to driving economic growth and commercial prosperity – and yet, two challenging things are happening...
Taking a break? Holidays are good for you and your work performance
August 22, 2024August is the peak holiday month when traditionally things slow down a little at work. More people are away and...
Conditions are aligning to get customer satisfaction back on an upward trend
July 25, 2024This month, we have released our latest six-monthly UK Customer Satisfaction Index (UKCSI) – and unfortunately it doesn’t make great...
An opportunity to rebuild trust and kickstart growth
July 2, 2024It’s an extraordinary fact that around half of the world’s population is taking part in an election of some form...
Our Manifesto to build a Service Nation
May 22, 2024With a general election now called for July 4, the UK is fast kicking into in pre-election mode, and campaigns...
Navigating uncertainty requires clear and calm leadership
April 23, 2024When was the last time things felt ‘normal’? Most of us would probably agree that conditions have felt anything but...
Building a thriving future through the Service Nation
March 27, 2024It is always a great pleasure to hold our Annual Conference, when we bring together Institute members, business partners and...
Businesses need to remain relevant in order to find growth
February 22, 2024We’ve recently had the news that the ‘R’ word is back. It may only be a technical recession, but nevertheless...
It is mission critical to turn around the decline in UK customer satisfaction
January 29, 2024It is certainly disappointing and concerning that UK customer satisfaction has fallen again (the third straight period of decline) and...
Keeping service at the heart of the agenda in 2024
December 19, 20232023 has been a challenging year for businesses and customers alike. Economic conditions have been tough, unpredictability has been a...
Events
We also hold regular events and webinars. Most are exclusive to our members and some are open to all business leaders and customer service professionals.