Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest this week was Leigh Tavaziva, Managing Director UK Customer Operations, Centrica. Watch Leigh and Jo discuss how to balance the…
Watch Jo and Giles discuss the future of the travel sector and the on going implications of the Covid-19 crisis as we slowly emerge from lockdown
Watch Jo Causon interview Jo Moran, Head of Transformation at Marks & Spencer
Watch Jo Causon interview Paul Harris, Executive Director of Customer Experience at Curo, a housing association in the South West of England
In this video, Institute CEO, Jo Causon, discuss what we have learnt from lockdown
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.
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.
Drawing on The Institute of Customer Service’s Academy ServiceManagement training and our research into leadership and employee engagement in a service context, we’ve put together recommended practices and tips to help you lead and engage your team.
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.
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.