Axis Group hosted an Institute of Customer Service Breakfast Briefing for CEOs during October’s National Customer Service Week, with the event specifically designed to bring UK business leaders together and engage them in the importance of customer service for their organisations.
CEOs attended from sectors ranging from housing and construction through to tourism and the utilities. Themes discussed included how to develop and implement a vision for the UK as a global service leader, how organisations can connect customer service and satisfaction measures to bottom line business performance, what skills and competencies are required in the Boardroom and accountability and reporting.
Challenges faced by the UK’s service industry, such as Brexit, cyber security, Artificial Intelligence, skills shortages and the growing powers of customer review-centric websites were discussed, alongside the growing importance of trust and reputation.
Axis Group joined as a member of The Institute of Customer Service last year and is currently working towards The Institute’s ServiceMark accreditation – the national standard for measuring an organisation’s service levels and commitment to continuous improvement.
Jo Causon, CEO at The Institute of Customer Service, explained: “A huge Thank You to the Axis Group for hosting our latest CEO Breakfast Briefing event. The debate highlighted the importance of a focus on customer-centricity at Boardroom level and the improvement in business performance this brings. At a time of even greater uncertainty, a sustained approach towards delivering an exceptional customer experience has never been more important.”
Jonathan Levine, Axis Group’s CEO, responded: “The event provided some fascinating insight. We were shown the clear and measurable benefits of investing in customer service in terms of retaining business and customer recommendations, as well as the link between an engaged workforce and excellent customer service. Customer service and focusing on our employees being our greatest asset is key to our business strategy. We must always seek to mitigate the challenges that our industry faces.”
The Institute of Customer Service is the leading independent expert setting and upholding the necessary standards to enable its customers to improve their business performance through service. By supporting members in transforming customer service and professionalism within their organisations, the organisation’s aim is for customer experience to make a positive and sustained impact on individuals, organisations and, indeed, the economic well-being of the UK.