The UK has been living in lockdown for more than five weeks now. But what have the learnings been so far and what are we likely to carry forward into the future on a long-term basis?
The job of leaders is to keep a level head, stay focused, and navigate the best way forward with the facts that they have at the time. Difficult times call for better leadership.
Take a moment and reflect on where you really are in your customer service journey. Does it reflect your purpose and values as an organisation? Are you clear about who you are serving and why? If not, what do you need to do to adjust your trajectory?
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.
Here are our predictions of key trends for 2020 from a service perspective.
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.
We find issues all along the recruitment-retention-development continuum. Each element is equally important for a rounded people strategy, but recruitment issues are perhaps the biggest concern.
A chance to embed positive change
What started as a blip has now become a trend. For the last four consecutive periods, the overall customer satisfaction score in the UK Customer Satisfaction Index (UKCSI) has fallen.
Conditions are arguably as tough as they have ever been for the retail industry, with a seemingly never-ending stream of established names encountering difficulties.