Customer satisfaction and brand value have featured highly in industry news recently. This, in turn, has sparked debate about the importance of customer-centricity.
Reputation Institute, a corporate management consultancy, published its UK RepTrak 150 ranking at the end of April. It found the reputation of companies operating in the UK declined for the first time since the financial crisis of 2008, following a major drop in trust and confidence over the past year.
Read the rest of Tim's article in The Grocer here
, in which he discusses the value of putting the customer at the heart of the business and his findings from his recent trip to the World Retail Congress in Madrid.