The Service Revolution

It's time for radical change!

Why? Well, levels of customer satisfaction are trending downwards both in the UK and the US. 

Simply continuing with the same approaches and expecting a different outcome is not the way forward. Over 5 million people in the UK have the word 'Customer' in their job title according to LinkedIn, that's a lot of people. 5 million people can make a significant impact.

We are on a mission to make the UK a 'Centre of Excellence' in Customer Service and Experience, promoting investment, job creation, and innovation through disrupting the way we think about these areas.

Customer service and experience training have remained stagnant for too long. The methods that once worked are now outdated, leaving both customers and employees dissatisfied. This decline in satisfaction is not just a minor inconvenience; it's a significant issue that affects economic growth and business performance. We believe that there is a real opportunity to change the approach to customer service and experience, leading to better experiences, greater economic growth, and improved financial performance.​

Our Vision

"To help make the world a better place, one experience at a time"

Our Mission

To make the UK a 'Centre of Excellence' in Customer Service and Experience promoting investment, job creation and innovation through disrupting the way we think about service and experience and creating innovative leaders of the future. ​

The Problem

Traditional approaches to customer service and experience are outdated and ineffective. The methods that worked in the past are no longer sufficient for the modern world and also do not provide the skills we need for the future.

We 'Humans' are incredible, with so much potential but for so many working in Customer related jobs, the role is repetitive, timed and robotic with little holistic or humanised views of the bigger picture, with over 5 million people working in a customer related position in the UK the potential is huge for positive change. Imagine empowering our teams to be innovative, creative and customer centric, always looking for ways to improve products, services, processes and being involved in helping to make those changes a reality as opposed to just responding to queries. 

We know the power of Customer Voice initiatives but equally important is to listen to those who are closest to the customer.  Rather than a race to the bottom and low levels of empowerment, we need to 'Level Up' the skills and capabilities for those working with customers. 

How to change

We mentioned leveling up previously, but what does this really mean?

The previous benchmark was that our front-line teams undergo 'Customer Service' training, this may be a one off or happen more regularly but that is not going to shift the dial. 

Leveling up means raising that bar and the capabilities of all staff working with customers with a focus on the skills needed for the future. We see those skills being in the following key areas (not exhaustive). 

• Customer Experience Fundamentals
• Customer Centricity and Brand Awareness
• Voice of the Customer/Employee and Continuous Improvement
• Empathy and Humanised approaches 
• Artificial Intelligence 

When undertaking a programme of training for staff working with customers, some or all of the above should be covered. 

Now, there has been a lot of discussion around AI recently but the fact is that it is here to stay and is the reality today and will be more so in the future, not learning about or utilising AI will mean being left behind. Within the context of this piece, AI relates to both Customer Service and Employee effectiveness and efficiency. 

At Customer Start we believe that through providing these skills we can see a levelling up for companies and government departments to help significantly shift the dial (or level up) and also provide more meaningful and impactful work for those working with customers.

If we, the UK can move in this direction we can expect to see greater innovation, investment and  job creation and also see much happier customers, consumers and communities.