The Facilities Management Journal (FMJ) and Cognito are delighted to announce an exclusive roundtable lunch meeting to discuss the topic of service excellence and to examine the methods for achieving best-in-class service. The session, chaire...

At the beginning of the year we predicted that the UK would be pulled back into recession, albeit not as deep. Unfortunately, following the recent announcement from The Office for National Statistics, that prediction has become a reality and the U...

Congratulations to Tristar Worldwide Chauffeur Services who have been recognised with a Queen’s Award for their commitment to international growth. Tristar Worldwide are one of the UK’s largest chauffer businesses and a long term customer of ...

Whilst many Service Managers appreciate the long term value of performance management technology and the subsequent positive affects seen on customer service ratings, often conveying the advantages of such solutions to the boardroom can be difficu...

Last November we held our first roundtable in partnership with Service Management and as a result gained a great deal of insight into the issues affecting service departments across the UK. This summer we’re hosting a roundtable to bring toge...

In recent blog posts we have focused on the financial value of best practice customer service to the boardroom, and how to analyse it from a managerial perspective. We all know when bad service hits these days it’s reported on YouTube, Twitte...

Calculating the true value of poor service Until now, organisations relied upon research reports and survey findings to raise the topic of customer satisfaction up the boardroom agenda. Results from a recent YouGov survey, which showed 60% of...

Earlier this year we commissioned a survey with YouGov that revealed consumers’ perceptions of customer service had stayed the same or worsened in the last three years. In addition, results showed almost half (49%) of those surveyed cited unfriend...

Back in February we highlighted some industry surveys that consider the visibility of service as a boardroom issue. However, whilst these studies can help to put customer service on the senior executive’s agenda, they aren’t going to be enough to ...

Do you know the value of a good customer review, or the impact of an unhappy customer? In an age of citizen broadcasting, where word-of-mouth reviews are amplified and socialised, it’s more important than ever for service-led organisations to list...