Calm leadership and focus needed in unprecedented coronavirus times
The job of leaders is to keep a level head, stay focused, and navigate the best way forward with the facts that they have at the time. Difficult times call for better leadership.
A time to stand back and reflect at a critical juncture for customer service
Take a moment and reflect on where you really are in your customer service journey. Does it reflect your purpose and values as an organisation? Are you clear about who you are serving and why? If not, what do you need to do to adjust your trajectory?
Now’s the time for a service excellence reset to drive satisfaction back up
After five successive drops “stretching back over a period of two and half years" the time has surely come for organisations to reverse this decline and get satisfaction back on an upwards curve.
The service opportunity in 2020
Here are our predictions of key trends for 2020 from a service perspective.
We need to put community at the heart of the High Street to give it a new future
We hosted a roundtable discussion in which a number of major players with significant high street presences debated ways in which the future of physical shopping hubs “particularly in small and medium sized towns" can be revitalised.
The rising cost of a poor people strategy
We find issues all along the recruitment-retention-development continuum. Each element is equally important for a rounded people strategy, but recruitment issues are perhaps the biggest concern.
National Customer Service Week provides a focal point that should become business as usual
A chance to embed positive change
We need to reverse the decline in customer satisfaction levels
What started as a blip has now become a trend. For the last four consecutive periods, the overall customer satisfaction score in the UK Customer Satisfaction Index (UKCSI) has fallen.
Back to the future for retail?
Conditions are arguably as tough as they have ever been for the retail industry, with a seemingly never-ending stream of established names encountering difficulties.
Technology is driving exciting customer opportunities – but trust is still the key
We have recently published an important piece of research that looks at the extent to which organisations are managing to create omnichannel environments for their customers and how successful they are being in delivering more personalised experiences.