Video: Jo Causon on what we have learnt from lockdown
In this video, Institute CEO, Jo Causon, discuss what we have learnt from lockdown
British public prioritise the needs of others in customer service
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.
What businesses learn from the COVID-19 crisis will shape their future
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.
Innovative thinking necessary to navigate the COVID-19 crisis
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.
Now’s the time for a service excellence reset to drive satisfaction back up
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.
Santander customers faced with interest rate slash
The changes, which will be introduced in May, will also see cashback capped
The service opportunity in 2020
Here are our predictions of key trends for 2020 from a service perspective.
NatWest launches new digital bank
The app-based Bó bank will provide users with a number of innovative features
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 “particularly in small and medium sized towns" can be revitalised.
National Customer Service Week provides a focal point that should become business as usual
A chance to embed positive change