Webinar: Head to Head with Jo Moran (Marks & Spencer)
Watch Jo Causon interview Jo Moran, Head of Transformation at Marks & Spencer
The world is changing: businesses have an opportunity to rebuild a better future
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.
Webinar: Head to Head with Paul Harris (Curo)
Watch Jo Causon interview Paul Harris, Executive Director of Customer Experience at Curo, a housing association in the South West of England
Act now to rebuild consumer confidence and safeguard your organisation’s future
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.
Video: Jo Causon on what we have learnt from lockdown
In this video, Institute CEO, Jo Causon, discuss what we have learnt from lockdown
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.
Managing difficult conversations as the COVID-19 lockdown evolves
As the COVID-19 crisis evolves, organisations need to be agile and responsive to the changing environment, act quickly and communicate clearly with employees and customers. Many organisations have had to change the way they deliver service to customers, or offer reduced levels of service.
Easing of lockdown presents a new set of challenges for leaders – they must remain focused on their purpose
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.
Inspirational stories: delivering service differently during COVID-19
We have been inviting our network to share examples of great and inspiring customer service against the odds.
Relaxation of lockdown limitations must be met with responsibility
Coronavirus has taught all of us that commercial imperatives cannot be all that drives our decision making. Evidence shows that where the board takes responsibility for customer experience, employee engagement increases and levels of customer satisfaction rise. Ultimately in the longer-term higher levels of performance emerge.