As we lean into the consequences of the cost of living crisis, it is important we continue to recognise and address true customer needs, and not make assumptions about what customers want. Inflation is affecting all of us, but it…
Tuesday saw new legislation providing greater protection to frontline service professionals from customer abuse come into effect. This comes after two years of campaigning and off the back of your support, for which we are very grateful. In the face of an…
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent guest was Gareth Turpin, Chief Marketing Officer at Virgin Media O2. Listen to Jo and Gareth discuss insights on navigating…
Talking to members, I know I am not alone in feeling concerned for the future of our nation. We are faced with a catalogue of issues: skills shortages after pandemic layoffs, supply chain shortages linked to international conflict, and now…
It has been a really testing couple of years for individuals, families and businesses – and the service industry has performed wonders to keep things going. Without doubt, the true value of service shone through during the worst of the…
With passengers being advised not to travel on trains unless necessary next week and UK airlines told to cancel flights that they can't deliver this summer to prevent a repeat of last month’s travel chaos, it’s clear that there will…
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent guest was Basil Scarsella CEO of the UK Power Networks. Listen to Jo and Basil discuss insights on the the…
Recent headlines bring into sharp focus that we are living through one of the most volatile periods in history. In addition to the challenges post-Covid and the escalating cost of living crisis, reports of a so-called ‘summer of discontent’ present yet…
This week’s Jubilee celebrations come at a strange time for the country - in the wake of supply chain issues, the emerging post pandemic challenges, and the geopolitical uncertainty. Add to that to rising inflation and the escalating cost of…
Our latest deep-dive research report on Customer Behaviour launched last week made for fascinating reading. The research shows a complex and evolving customer landscape, with some important changes in behaviour that businesses need to reflect on and respond to. There…