Unlocking service productivity to fuel economic recovery
As lockdown measures begin to ease, leaders are facing the fresh challenge of when and how to bring their workforce back into the business.
Engaging your workforce to rebuild our economy
As lockdown measures begin to ease, leaders are facing the fresh challenge of when and how to bring their workforce back into the business.
Innovation is the key to servicing customers in the new world
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.
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.
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.
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.
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.
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.
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.