Making Customer Service a Boardroom Issue

Jo Causon

So, unemployment has reached its highest level since 1994. Jobless figures released last month by the Office for National Statistics showed a rise to 2.69 million. Every week we hear of well-known brands going into administration and there has been a substantial increase in the number of firms experiencing financial distress, compared with 12 months ago. Turbulent times.

There will be no more Kodak moments. After 133 years of trading, the company has been unable to make the necessary transition to the 21st century. Kodak’s downfall was primarily its inability to adapt to an increasingly digital world. It’s my belief that organisations which fail to adapt to the rapidly escalating and sophisticated demands of their customers – who are of necessity becoming more obsessed with value for money and wish to have much greater input through co-creation and collaboration – will see their fortunes decline. Conversely, the ones that put serving the customer right at the heart of their business strategy, aligning people, processes and systems will be the ones that don’t just stay the course, they will flourish. Read more of this post

Base Rate Rise? Ask SONIA

You to Me Are Everything

SONIA predicts base rate rise

Unsurprisingly, the Bank of England (BoE) has voted to keep interest rates on hold again and it seems everyone is talking about how long they will remain at such low levels for. Taking a quick glance through the finance pages, even the economists can’t agree.

The first increase is expected to occur anywhere between 2013 and 2015 – quite a range of ‘predictions’ (with a spread like that, it’s hard to think of them as ‘forecasts’).  So we thought we’d ask SONIA.  No, not the Liverpudlian pint-sized pop princess, the Sterling Overnight Index Average. Read more of this post

Poll: Will the Base Rate Rise on June 9th?

VOTEThe outcome of the next Monetary Policy Committee (MPC) meeting will be announced on June 9th. With inflation higher than expected, the speculation is that the base rate will increase – although this has been rumoured several times in  the past 26 months.

According to the ONS’s preliminary estimate, GDP had risen by 0.5% during the first quarter of 2011. It was noted in the last meeting that there was also ‘a good chance that inflation would reach 5% later in 2011′.

At the last meeting in April, 3 members of the committee voted against the proposal, with Spencer Dale and Martin Weale  suggesting an increase to base rate by 25 basis points. Andrew Sentance preferred to increase base rate by 50 basis points, and had his term not come to an end last month he would have been likely to push again for an increase.

We ask you: will the base rate rise on June 9th?

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