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Now is the time for leaders to take stock of learnings from the COVID-19 crisis

As the lockdown continues, tensions will inevitably rise - and a shift in the public mood does seem likely. Businesses should be prepared to navigate the challenges of the next few months in the face of increasing pressure from both customers and employees – and effective service will be vital to ensure they remain committed and loyal when we move past the pandemic.
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Maintaining and building customer loyalty during the COVID-19 crisis

Brilliant organisations don’t do something to be seen to be doing it. They do it because it is relevant to their purpose and the right thing to do. As part of our Inspiring a Service Nation campaign – developed and launched before we knew of the impending crisis - we have been calling on businesses to stand up and be counted for the good of the country.
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