The closure of Fenwick’s flagship London store last weekend struck a chord with me – particularly the stories in this Guardian piece from some of its customers who used to cherish the personal touch they received when they visited the iconic…
The latest festive trading period highlights just how complex and unpredictable consumer behaviours and trends can be. Whilst spending data released this month reported an increase in total UK retail sales for November and December, figures published by the BRC suggest fewer customers…
Our CEO Jo Causon penned an opinion piece in the Insurance Post discussing our latest research into and government engagement around abuse of public-facing staff, with a focus on the financial services industry.
Our CEO Jo Causon is quoted in an article by retail-focused publication The Grocer, discussing our recent open letter calling on the policing minister to ensure assaults on public service workers are recorded in official crime statistics.
The Institute's CEO Jo Causon appeared on BBC Radio 5's Wake up to Money to discuss our Service with Respect campaign. The campaign reveals one-third of UK service workers consider leaving their role after abuse, as more than 55…
The Institute's Service with Respect campaign is highlighted in an article by BBC News, where it reports that more than 55 UK business leaders and politicians have signed an open letter calling on the policing minister to ensure assaults…
The Institute's latest Service with Respect research and open letter from UK businesses and Parliamentarians was covered in the Daily Mail, with comments by CEO Jo Causon. Research reveals that one in three public-facing workers are thinking of leaving their…
The Institute's CEO Jo Causon comments in an article focused on the rise of self-checkout machines in supermarkets, where she calls for UK businesses to invest in both technology and staff when it comes to their service offerings.
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.