Jo Causon returned to BBC Five Live’s Wake up To Money where she discussed the rental market slowing, retailers charging for online returns, and how the end-to-end user experience should be a priority for businesses across all sectors.
She also highlights the latest stats on customer service from our UK Customer Satisfaction Index (UKCSI) which shows a decline in satisfaction across the board, juxtaposed with a readiness for consumers to pay a premium for better service.
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