Insights
Articles, insights, information and practical advice to help you get the results you need
Insights
Articles, insights, information and practical advice to help you get the results you need
The right mindset for change
The ability to adapt has become a core business competence and is an essential skill to thrive through change. While strategy and resources matter in any change initiative, what separates teams that thrive from those that struggle is mindset. Of equal importance is language, which shapes and reinforces mindset. When reinforced with a positive first […]
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Turning Online Learning into tangible service improvements: the blended eLearning advantage
In an ever-evolving world, customer expectations continue to rise, challenging customer service leaders to continually evaluate and enhance their service offerings. Recent research reinforces the critical importance of delivering excellent service: For senior leaders, the challenge lies in enhancing frontline capabilities without disrupting operational flow or incurring excessive costs, and this is where effective customer […]
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Insights from MGI: Why people skills make a significant difference to tenant perception
Creating a thriving living environment for tenants is a fundamental priority for social housing associations. The 2024 National Tenant Survey from the Regulator of Social Housing outlines that while technical service delivery such as repairs and maintenance is critical, the way these services are provided significantly shapes tenant perceptions. So, how much do interpersonal skills […]
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Courtesy: The key to creating a positive customer experience
Courtesy is a cornerstone of exceptional customer service, profoundly influencing customer satisfaction and loyalty. A polite, caring and respectful approach creates positive interactions, strengthens customer trust and turns routine service moments into memorable experiences. True courtesy is always an expression of real feeling towards customers – a sincere appreciation of their needs and should always […]
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The power of appropriate empathy in financial services
The ability to express empathy in customer service in the financial services sector is a vital customer service skill and can also be a determinant of customer loyalty and regulatory compliance in the UK. Empathy when expressed appropriately in a business context builds trust, enhances customer experience and helps resolve issues more effectively. Given the […]
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Thriving through change: Why UK organisations must equip employees with essential change skills in 2025
In 2025, UK organisations are rightly focused on equipping their people to thrive through change as they face a landscape shaped by rapid technological advancements, economic volatility and shifting societal expectations. Success in this environment demands a workforce equipped with technical expertise and the people skills necessary to thrive through change. These include assessing the […]
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