“Despite the mantra that the customer is king the UK retailer and leisure industries are not spending enough time and effort understanding its customers or on training staff to meet their needs and expectations. In not doing so, they are missing the opportunity to increase revenues and make more money,” customer experience research firm Service Management Group says in its new report, UK Customer Satisfaction Index – Championing the Customer Experience. Merchants did not fare well, scoring an average of only 6.1 out of....