Back to the future for retail?
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.
Technology is driving exciting customer opportunities – but trust is still the key
We have recently published an important piece of research that looks at the extent to which organisations are managing to create omnichannel environments for their customers and how successful they are being in delivering more personalised experiences.
Customer ethos, emotional connection, ethics – three differentiators that drive customer satisfaction
In my January blog, I wrote about the latest results of our UK Customer Satisfaction Index (UKCSI), and touched upon the fact that we have expanded the Index to include three new measures that give a richer picture of how organisations are performing.
Seeing service with a fresh pair of eyes
Sometimes it's really important to step out of your normal circle of activities and see things from a new perspective.
We need to rewrite the psychological contract between employers and employees
Finding and retaining the right people has become an urgent priority for most of us running businesses if they are to be fit and prepared for the new uncertain world in which we are operating.
We have to get back to the top of our game in driving the service agenda
We're already nearly a month into 2019, but it feels like a New Year has not brought much that's new -only an intensification of a number of challenges!
We can boost UK productivity if we put service at the heart of organisational purpose
The productivity debate has significantly risen up the political and business agenda. There are different views on what drives productivity, but understanding it is vital to improving living standards and achieving sustainable economic growth.
Embedding the learnings of National Customer Service Week all year round
Just a few weeks ago at the beginning of October, organisations across the UK got involved in National Customer Service Week. Once again, it proved a huge success with high levels of engagement from businesses around the country.
We have to get AI right from the outset, otherwise we’re building trouble for the future
From simple robotics to speed up a process, right through to intelligent AI that can learn for itself and make decisions, technology is reshaping our world and the way that businesses operate.
Telcos need to upgrade their customer service connection
Last month, I discussed the results of our latest UKCSI and expressed my concerns over evidence that a dip in customer satisfaction levels is beginning to take hold. One of the sectors that performed least strongly was Telecommunications & Media.