Tough short-term decisions must not be at the expense of long-term performance and productivity
As lockdown measures begin to ease, leaders are facing the fresh challenge of when and how to bring their workforce back into the business.
Moving into the next phase of the Covid-19 crisis, the real test for businesses begins
Increasing numbers of consumers are becoming more careful over what they spend, showing more discernment, taking a less is more approach, and valuing most of all a sense of experience rather than a mere transaction.
Lockdown learnings: what’s emerged so far, and what does it mean for the future?
The UK has been living in lockdown for more than five weeks now. But what have the learnings been so far and what are we likely to carry forward into the future on a long-term basis?
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 âstretching 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 âparticularly 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