23rd Jan 2018
Responding to news that Tesco is axing 1,700 jobs, Jo Causon, CEO of The Institute of Customer Service, says:
“In the world we’re living in there is increasing pressure on organisations to reduce costs and raise revenue, but it is disappointing to see that customer service roles will be at the forefront of the latest cuts.
“The UK continues to see evidence of a high proportion of customers valuing – and being prepared to pay more for - premium service and experiences. However, customers are becoming much more demanding of the experiences and value they receive from organisations and we have reached the point where concentrating on the hygiene factors of customer experience, crucial as they are, is not enough.
“Our own research demonstrates that consistently achieving higher levels of satisfaction than competitors and peers is linked to stronger turnover growth, profit and employee productivity. It means that leaders and Boards have a responsibility to meet short-term business needs, yet also ensure their organisation is able to meet customer needs in the future.”
For further information please contact:
Rebecca Peck, Sophie Lanning, Bethan Davies
E: [email protected]
T: 020 7010 0877 (Rebecca Peck), 020 7010 0826 (Sophie Lanning), 0207 010 851 (Bethan Davies)
About The Institute of Customer Service
The Institute of Customer Service is the professional body for customer service delivering tangible benefit to organisations and individuals so that our customers can improve their customers’ experience and their own business performance. The Institute is a membership body with a community of over 500 organisational members – from the private, public and third sectors – and over 4,000 individual memberships. For more information about the Institute of Customer Service go to www.instituteofcustomerservice.com.