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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 âdoom loopâ
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...
Leading by example: the public sectorâs role in elevating customer service
May 3, 2024Our membership comprises a good mix of private and public sector organisations, with about a 75%/25% split. This is important...
Tech and customer service – the code to getting it right
April 26, 2024Last weekendâs Financial Times Magazine was a fascinating conversation and deep dive into the state of customer service in the...
Service in the headlines for the right reasons
April 19, 2024We live in a world where poor customer service is increasingly dominating the headlines. As I discussed with the Financial Times for...
Protecting our service professionals – a cross-sector view
April 12, 2024The announcement made by the Prime Minister on Wednesday, introducing new protective measures for Britainâs shopworkers, represents a significant and...
New beginnings: embracing the promise of Spring
April 4, 2024With the Easter Weekend now behind us and the new fiscal year underway, I trust you all enjoyed a restful...
Customer service: the boardroom imperative for today and tomorrow
March 22, 2024Reflecting further on our Annual Conference last week, itâs clear that enabling and empowering our people â whether through better...
Building the Service Nation, together
March 15, 2024It was a real pleasure to see so many of you at our Annual Conference this past week. Each year, Iâm humbled...
A reflection on diversity in leadership on International Womenâs Day
March 8, 2024Today is International Womenâs Day, a global occasion to celebrate the achievements and contributions of women in all walks of...
Lessons in navigating the recovery â knowledge sharing is power
March 4, 2024After a decade of unprecedented challenges and disruptions, the Prime Ministerâs announcement of the âgreen shoots of recoveryâ last week...
Reporting is crucial to protect all service workers from abuse
February 23, 2024If you are reading these columns regularly, then you will already know how vocal I have been about the need...
Blog, tips, research and updatesâŠ
Legislation and customer service
The 2014 Annual Conference from the Institute of Customer Service
Are you being engaged? (2014)
Giving evidence on complaint handling: Public Administration Select Committee
Events
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