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?
After five successive drops āstretching 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.
Here are our predictions of key trends for 2020 from a service perspective.
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 āparticularly in small and medium sized towns" can be revitalised.
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.
A chance to embed positive change
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.
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.
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.
In my January blog, I wrote about the latest results of our UK Customer Satisfaction Index (UKCSI), and touched upon the fact that we have expanded the Index to include three new measures that give a richer picture of how organisations are performing.