Stay informed with our latest research, insight and thought leadership
Below are some of the articles and research pieces we think you might like. Sign up for our updates to get the latest in your inbox each week.
The FT: Shops can prosper if they treat customers with care
January 28, 2020Following BRC-KPMG’s Christmas Retail Sales Monitor reporting tough trading conditions, the FT published this letter from our CEO, Jo Causon. ...
Lloyds introduces highest overdraft rate to date
January 24, 2020The new overdraft rate of up to 49.9% will affect customers with poor credit scores
Saga customers receive surprise windfall
January 24, 2020The company decided to compensate customers after acknowledging a previous mistake
Now’s the time for a service excellence reset to drive satisfaction back up
January 24, 2020After five successive drops “stretching back over a period of two and half years” the time has surely come for...
Greggs kicks off nationwide delivery service
January 23, 2020The bakery firm is partnering with Just Eat to launch the new service
Santander customers faced with interest rate slash
January 17, 2020The changes, which will be introduced in May, will also see cashback capped
Ford Puma model wins Car of the Year award
January 16, 2020The new model was crowned best of the automobile bunch at an awards ceremony in London
Yahoo mail crash affects email users
January 15, 2020The problems on 14 January affected Yahoo Mail users, as well as some customers with BT and Sky email addresses
Burger King grilled over new plant-based burger
January 10, 2020The fast food outlet’s Rebel Whopper burger isn’t suitable for vegetarians or vegans
Confusion reigns over Travelex ransom demands
January 10, 2020The foreign exchange company has been hit by a ransomware attack that claims to have stolen customer data
New year sees rise in railway fares
January 9, 2020Commuters faced with fare increases, despite a year of disruption
Millions affected by IT banking failure
January 3, 2020Lloyds Banking Group customers were unable to access their accounts on New Year’s Day
Blog, tips, research and updates…
Head to Head with Dr Charles Young
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to…
Reporting is crucial to protect all service workers from abuse
If you are reading these columns regularly, then you will already know how vocal I…
Businesses need to remain relevant in order to find growth
We’ve recently had the news that the ‘R’ word is back. It may only be…
Stormy conditions ahead?
Some may view regulators signalling their willingness to impose significant fines for poor customer service…
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.
Stay informed
Get all the latest Thought Leadership pieces sent to your inbox each week.