Marks & Spencer joins ranks of retailers committed to reducing single-use plastics
The high-street retailer has responded to customer concern surrounding single-use plastics by banning glitter from its 2019 Christmas cards, wrapping paper, calendar and crackers
Vegan fashion on the rise to meet consumer demand
Retailers are responding to customer demand for cruelty-free fashion, with major high-street brands launching ‘free-from’ clothing and accessory lines
Ā£228 million worth of products left at click-and-collect points due to understaffing
Poor experiences at in-store click-and-collect points are leaving the high street out of pocket
British Airways customers stuck in customer service backlog after error
Passenger frustration mounts as the airline is yet to get back to customers who were mistakenly told their flights were cancelled
We need to reverse the decline in customer satisfaction levels
What started as a blip has now become a trend. For the last four consecutive periods, the overall customer satisfaction score in the UK Customer Satisfaction Index (UKCSI) has fallen.
Back to the future for retail?
Conditions are arguably as tough as they have ever been for the retail industry, with a seemingly never-ending stream of established names encountering difficulties.
Passengers to benefit from new easyJet route
Frequent fliers between Birmingham and Glasgow will reap the rewards after the airline announced the launch of a new service for 2020
Diners shunning established cuisines
The restaurant sector continues to decline, but consumers are looking away from traditional favourites
Banking customers left vulnerable to fraud
A number of banks are yet to sign up to a new code of conduct that helps victims of fraud
Record number of betting complaints
2018 saw a record number of complaints by gamblers against betting firms
Major power cut disrupts transport and homes
Nearly one million people disrupted by a major power outage across England and Wales
Super Break and LateRooms.com parent group enters administration
Malvern Group’s collapse set to affect holiday plans of over 50,000 customers
Events and Training
We also hold regular events and webinars. Most are exclusive to our members and some are open to all business leaders and customer service professionals.
