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How can businesses respond when seismic events come knocking?
July 26, 2024Most organisations would agree, whatever their sector, that we have experienced a challenging and turbulent number of years. However, by...
The role of service in navigating the winds of change
July 19, 2024While last week felt like an apt moment to reflect on the sentiments of respect and service, the mood this...
We have a new government, and it’s time for a new era of service leadership
July 12, 2024The new government has rightly made clear its intention to foster growth across all corners of our economy. At the...
Looking ahead – driving change for a stronger UK
July 5, 2024A new Labour Government was confirmed in the early hours of this morning, with Cabinet appointments being made throughout the...
An AI service concept straight out of a dystopian novel
June 28, 2024Regular readers will be well aware that the deployment of new technology, including AI, has been a recurring theme for...
On accountability: Putting customer service at the heart of boardroom strategy
June 25, 2024Navigating change – whether social, economic, or political – has been a constant theme for business leaders for many years,...
Driving growth through service leadership
June 14, 2024Leadership is clearly an essential part of any organisation’s success – and there is no shortage of literature on the...
Service in regulated sectors: driving an enhanced customer experience through collaboration
June 10, 2024With the first of many General Election leadership election debates airing on Tuesday, I’m sure there will be a great deal to...
Encouraging better reporting of abuse to protect our essential service workers
May 31, 2024I’m sure the potential outcome of the upcoming General Election will remain front of mind for many of you right...
Leveraging customer service to enhance reputation and drive growth
May 24, 2024It is fitting that the Prime Minister should call a General Election for this summer, less than a week after I wrote...
A manifesto for building a Service Nation and a healthy economy
May 17, 2024Those who follow our weekly updates and recent media appearances know that I have been vocal about the current cycle...
Boosting the UK economy: investing in service to break out of the ‘doom loop’
May 10, 2024May has so far been a mixed month in terms of economic news. The latest forecast from the Organisation for Economic Co-operation...
Blog, tips, research and updates…
How can businesses respond when seismic events come knocking?
Most organisations would agree, whatever their sector, that we have experienced a challenging and turbulent…
Head to Head with Michelle Prance (Mettle)
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to…
Conditions are aligning to get customer satisfaction back on an upward trend
This month, we have released our latest six-monthly UK Customer Satisfaction Index (UKCSI) - and…
The role of service in navigating the winds of change
While last week felt like an apt moment to reflect on the sentiments of respect…
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