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.
The importance of customer service has been thrust into the forefront by this crisis. I think the results reflect that brands may have been benefiting from a period of tolerance from customers, but this may diminish as time goes on.
To adapt successfully to the next Covid-19 phase, businesses need to take stock of what they have learnt over the past weeks - and provide a clear framework for what should be taken forward, and what should be discarded.
Organisations across all sectors will have huge sections of their workforce whose services - temporarily at least – they don’t require and can’t sustain. How they handle this dilemma will shape how they’re viewed by employees and customers long into the future.
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 changes, which will be introduced in May, will also see cashback capped
Here are our predictions of key trends for 2020 from a service perspective.
The app-based Bó bank will provide users with a number of innovative features
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.
A chance to embed positive change