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CIM & CMI event introduces Service-Ability idea

Businesses need to reverse cultures of viewing customers as an inconvenience - brought about by rapid technological advances - in order to ensure they remain loyal.

Some UK businesses experience up to 30 per cent customer churn and this can only be reduced by placing them at the heart of every business, says Kevin Robson.

Management consultant Robson, who used to run his own group of companies, was speaking at a joint Chartered Institute of Marketing and Chartered Management Institute event at Glyndŵr University, Wrexham.

Delving into his latest book, Service-Ability, he outlined a model made up of four strategic areas for focus which he believes would help organisations deliver true customer service again.

The talk also covered the business world’s attitudes towards customer service over the last few decades, drawing on examples of good and bad practice.

Professor Chris Jones, head of the business school at Glyndŵr University, said: “We were delighted to see so many staff, students and members of the business community turn out to see Kevin’s talk.

“His ideas gave us a lot to think about and prompted some great discussion around different organisations’ approach to customer service.

“Glyndŵr University places itself at the heart of the business community in North Wales and we look forward to hosting many more events with the CIM and CMI in future.”

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