In the face of a storm, let’s not abandon our strongest defences
August 12, 2022Last week’s grim, if not entirely unexpected, announcement from the Bank of England of an imminent fall into recession for...
Support customer-facing staff so they can support the business
August 12, 2022As the cost of living crisis continues to escalate, putting increased pressure on customers and organisations alike, the role of...
Time for a re-think and re-set to save our Service Nation
July 28, 2022As I follow the rolling news cycle, I cannot help but feel concerned about our nation’s economic and societal future....
Resilience in the new environment
July 22, 2022Is there a phrase more distinctively British than the stoic wartime imperative to “keep calm and carry on”? Having watched...
Webinar: Head to Head with Linsey Jones (Centrica)
July 18, 2022Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent...
Record customer service complaints point to trouble ahead unless businesses take action
July 15, 2022Last month I wrote about the need for organisations to have a customer service reset in order to avoid the...
In defence of hard decisions – how to cut service effectively
July 15, 2022It’s been a tough week for Heathrow’s John Holland-Kaye who, amidst ongoing travel chaos has been forced to announce a...
Facing up to the true cost of complaints
July 8, 2022As we lean into the consequences of the cost of living crisis, it is important we continue to recognise and...
UK customer service complaints at highest level on record, research finds
July 5, 2022Customer service complaints have hit their highest level on record and are costing British businesses more than £9bn a month...
Cost of living: firms warned consumers want more than low prices
July 5, 2022Businesses need to be flexible and transparent with their customers who face rapid price rises – in order to get...
Helping the UK economy swerve a Catch-22 situation on service
July 1, 2022Tuesday saw new legislation providing greater protection to frontline service professionals from customer abuse come into effect. This comes after two years...
Webinar: Head to Head with Gareth Turpin (Virgin Media O2)
June 30, 2022Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent...
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.