A new Labour Government was confirmed in the early hours of this morning, with Cabinet appointments being made throughout the day. At the Institute, it is business as usual – we look forward to continuing our work with the new…
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…
As we move through the final few months of the year – known in retail-focused sectors as the Golden Quarter – there is an opportunity for consumers to spend more time in their local communities and high streets looking for…
Listen to Jo Causon on BBC Radio 4's You and Yours, where she discussed the recent decline in customer service and its impact on consumers, businesses, and the wider economy.
The Institute of Customer Service's UK Customer Service Index results featured in a Telegraph article discussing challenges faces by customers when service staff are working from home.
This week, I was asked by The Grocer to give some thought to the part that M&S’s renewed focus on the customer experience has played in its recent success. A week on from M&S's return to the FTSE 100, it is interesting…
Jo Causon, the Institute's CEO, featured in a Sunday Times article discussing what is contributing to the recent decline in customer service, and what business can learn from who is doing it right.
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.
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…
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…