It has been over a month since non-essential outlets across the country were finally allowed to open their doors. Yet, as consumers tentatively emerge from lockdown, it is evident that the new world they are stepping into looks vastly different…
By Jo Causon, CEO, The Institute of Customer Service As lockdown restrictions continue to ease and more and more businesses open their doors, the lasting impact of the Covid-19 crisis on the customer experience environment is becoming clear. The results…
By Jo Causon, CEO, The Institute of Customer Service As lockdown measures ease and we begin the mammoth task of rebuilding our economy and society, increasing questions are being raised as to how the world will – and should –…
As lockdown measures begin to ease, leaders are facing the fresh challenge of when and how to bring their workforce back into the business.
As lockdown measures begin to ease, leaders are facing the fresh challenge of when and how to bring their workforce back into the business.
As lockdown measures begin to ease, leaders are facing the fresh challenge of when and how to bring their workforce back into the business.
As the saying goes, necessity is the mother of invention – and as businesses continue to face the enormous challenges brought about by the Coronavirus pandemic, this has never felt more relevant.
We should recognise that the crisis also brings with it a unique opportunity to re-set and restructure our organisations in a way that meets a wider set of objectives to purely the financial ones.
Organisations must take the time to gain absolute clarity over who they are serving and how they are serving them - and use this as a central pillar around which to rebuild.
As we tackle the intractable challenges ahead, it is the job of leaders to remain focused – and ensure that in dealing with short-term decisions, they do not lose sight of their long-term purpose.