Service Central to economic recovery – Interview with Alison Jones, Groupe PSA
Extract from Customer Focus Magazine: Issue 29 (May/June 2020) Itās the fourth week of lockdown, and the economic impact of the coronavirus is starting to be calculated. The Office For Budget Responsibility is predicting GDP could shrink by an unprecedented…
The Annual Conference and UK Customer Satisfaction Awards 2020
Extract from Customer Focus Magazine: Issue 29 (May/June 2020) As those who regularly attend our Annual Conference will all know, this special get together of members, plus those of the wider service industry, is a fantastic opportunity to meet new…
Who you gonna call? – Interview with Sean Stringer, Hampshire County Council
Extract from Customer Focus Magazine: Issue 29 (May/June 2020) Thereās not much Sean Stringer, head of corporate customer services, Hampshire County Council hasnāt seen in his 15+ years working in customer service. The former contact centre manager, and head of…
Inspiring a service nation
Extract from Customer Focus Magazine: Issue 29 (May/June 2020) As part of our Inspiring a Service Nation drive, and in response to the Covid-19 crisis, we have created a new section on our website designed to help our members to…
Owing a Debt of Gratitude – Interview with Derek Usher, Cabot Financial
Extract from Customer Focus Magazine: Issue 29 (May/June 2020) The state of many Britonsā finances is a parlous one to say the very least. Not only do a staggering 25% of adults have no savings at all (with Money Advice…
Ten years on top – Interview with Joseph Gordon, first direct
Why future service winners have to be innovators – Interview with Mark Gait, O2
Extract from Customer Focus Magazine: Issue 28 (Jan 2020) The higher you climb, the further you have to fall. Mark Gait talks toĀ Customer FocusĀ about how the best way to fight increased customer expectation is to use ever more technological innovation.…
Housing sector: what are the key challenges and priorities? – Interview with Jonathan Cowie, Vivid Housing
Extract from Customer Focus Magazine: Issue 28 (Jan 2020) The Grenfell Tower fire in June 2017 left 72 people dead, just as many injured, and was the UKās worst residential fire since the Second World War. If there is a…