The Grocer – M&S’s FTSE return shows the power of customer service
Jo Causon, the Institute's CEO, discusses M&S’s recent return to the FTSE 100, the impact of customer service on customer satisfaction, and what other retailers can learn from this.
How customer service can save the high street
For many, the banking crisis of 2007-8 hit home the hardest when high street stores began to disappear. A perfect storm of rising costs, the growth of online shopping and dwindling footfall has seen many of our nation’s high streets…
Fastest fall in customer satisfaction since 2008 – a vicious circle?
It’s been a busy couple of weeks since our latest UK Customer Satisfaction Index was published, showing the sharpest drop in customer satisfaction since 2008 – and the worst score on the index since 2015. We should have perhaps expected some of…
Understanding the value you provide customers
At the moment, businesses seem to be in the news for all the wrong reasons. Retail banks are just the latest to face backlash from regulators and customers, with supermarkets and utility companies having faced similar criticism in recent weeks…
As the economic outlook slowly brightens, let’s get out of crisis mode
Positive economic news has been hard to come by of late, so we should at least be thankful for the latest forecasts, which suggest the UK is no longer forecast to fall into a recession. With energy prices lowering and…
Social media as a review channel
Over the years, social media has become unavoidable in our daily lives, revolutionising how we communicate, share information, and connect. And, of course, this change doesn’t purely relate to ‘social activities’. Platforms like Facebook, Twitter, Instagram, and LinkedIn have transformed…
Supporting customers through the cost of living crisis will be key to maintaining loyalty
As we approach the festive season, individuals are cutting back on festive spending as the cost of living crisis intensifies. There is no doubt that this Christmas, and for the foreseeable future, purse strings will tighten for nearly all across…