Supporting customers through the cost of living crisis will be key to maintaining loyalty
As we approach the festive season, individuals are cutting back on festive spending as the cost of living crisis intensifies…
No room for short-termism in leadership
As the end of 2022 draws ever closer, many organisations are looking to secure much-needed resources to handle peak-period pressures…
Should it be deal or no deal for Black Friday?
Whatās in the box? A great deal, or a great deal of disappointment? Itās a good concept for a game…
Leaders must make time for strategic planning and thinking
These are undoubtedly difficult times for business leaders as the UK heads into a recession and cost of living crisis…
Let’s end our love affair with the short-term and focus on future building
Writing hot on the heels of the UKās second budget in as many months, it feels appropriate to reflect on…
Webinar: Head to Head with Philip Davies MP (Conservatives)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Joās recent…
Maintaining focus on the long-term is the only way out of the āpermacrisisā
Last week, āPermacrisisā was announced as Collins Dictionary’s word of the year, and it certainly does feel that it sums…
The true value of trust is not a simple equation
This week we launched ourĀ Trust Indexā¢, an in-depth and independent evaluation of the true drivers and value of trust amongst…
Forbes: If More Is Not Done To Protect Agents, Customer Service Standards Will Fall
The latest results of our Service with Respect campaign polling have revealed that over the last six months, 45% of…
ITV News: Retail staff report spike in customer abuse as soaring cost of living ignites tempers
The latest results of our Service with Respect campaign polling reveal a worrying spike in abuse towards frontline staff. This…
BBC Breakfast: Customer Service Staff Abuse feature – 28 October 2022
Our new polling data reveals that customer abuse of public-facing worker has risen significantly in the past six months. See…
Protect our customer-facing professionals, or risk a collapse in essential service provision
Itās hard to believe quite how much has changed in the mere week since I shared my last note with…
Events and Training
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.
