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Customer service should not be diminished at any price


Interview with Jo Causon, chief


executive of the Institute of Customer Service


Words by Glynn Davis R


etailers have to be very careful in the current tough environment that cost cutting does not lead to a reduced level of customer service because this is the key tool


they should be deploying to differentiate their propositions. There are clearly cost pressures on retailers,


according to Jo Causon, chief executive of The Institute of Customer Service (ICS), but she says: “I can see that the obvious solution is to cut but it will bite you if you are not careful. It’s possible to improve processes in order to reduce costs while also still improving the customer experience. Retailers must not just say ‘let’s


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