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People 1st: Achieving economic growth by improving the customer experience

people1Despite tourism’s importance to the economy, the UK is ranked only 13th in the Nations Brand Index for warmth of welcome.

There is a one off opportunity in the next two years to stimulate the take-up of customer service and other business related training, to take advantage of the motivation of employers generated by the run of world class events including the 2012 Olympics, Commonwealth Games, Rugby World Cup etc. Customer service will provide a vehicle to engage SMEs with the overall skills agenda and act as lead product to demonstrate the benefit of investing in skills.

Return on Investment

  • 160,000 individuals trained in customer service to increase ‘warmth of welcome’ generating increased tourism
  • 1% increase in productivity to generate additional £44m to the economy
  • 5,000 SMEs to invest in training via new delivery models increasing revenue by £5m (based on 1% increase in productivity)

UK Commission investment:  £1,465,768
Employer/Other Investment:  £480,875
Employer/Other in-kind investment: £50,000

Further Information
For more information about this project please contact:
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