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 āparticularly 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.
Customer ethos, emotional connection, ethics – three differentiators that drive customer satisfaction
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.
Seeing service with a fresh pair of eyes
Sometimes it's really important to step out of your normal circle of activities and see things from a new perspective.
We need to rewrite the psychological contract between employers and employees
Finding and retaining the right people has become an urgent priority for most of us running businesses if they are to be fit and prepared for the new uncertain world in which we are operating.