Category: Customer Experience

Hales’ Heroes & Villains

Awards International Chairman Don Hales returns for more biting observations on Customer Experience. In the Don’s sights this week are one of the UK’s handiest stores for home improvement, and a Greek restaurant that would have you smashing your plates…for all the...

UK Banks Set to Lose Billions by Failing to Keep Younger Customers Loyal

88 percent of UK consumers aged between 16 and 34 say banks and lenders must do more to improve customer loyalty, research by global reviews and customer insights company Feefo has found. A total of 61 percent of respondents also say they expect...

Hey Big Spender!: Men Top Surprise Shopping Poll

Retailers are tapping into increased male spending power and demand by expanding men’s sections both online and on the high street, recognising the greater variety and prominence of male fashion over recent years. New research released by Barclaycard, which processes nearly...

Forget Urgency, Here are the Emotions Customers React to for Black Friday

Marketing tech firm Persado used its artificial intelligence platform to analyse email campaigns run by 50 UK retailers and travel companies across the 2016 Black Friday/Cyber Monday promotion period, with a total of 171 subject lines gauging the reactions from 65 million email contacts. Interestingly,...

Angry Customers Can Be Good for Business? Here’s How…

Frustrated customers are the worst nightmare for any salesperson. When people are dissatisfied and angry, their choice of vocabulary can often be very offensive. Trying to help a person who’s throwing bad words your way and provide them with guidance...

Intuition vs Insight: Extracting Value from Black Friday Returns 

The total online retail spend for Black Friday in 2016 totalled a huge £1.23 billion, 12.2 percent up on the previous year. But how many of these rushed, one-day-only purchases are actually kept by the customer and how many are...

Consumers Feel Undervalued by Brands

Despite 90 percent of marketers claiming they are “customer centric” in their approach, only 17 percent feel valued by brands. That’s according to a new report from experience management leaders Qualtrics, which highlights how marketers can create a competitive advantage...

The Rise of Social Media Customer Care

Customer care is an integral part of every business’s success. Customer service is a way of building a better relationship with your customers, thus increasing the opportunities for a positive impact on sales and customer loyalty. Social media has not only...

Time to Get to Grips With Return Management

When a £25 pair of jeans costs £14 to ship and return, as well as the process of getting items back into inventory potentially taking up to ten weeks, clearly retailers have got a problem. And yet ‘free returns’ – and...

Play a Peak Blinder: Preparing Retail for Seasonal Demand

Planning for peak periods can often be a stressful time for retailers; teams across the business will be rallying around in a bid to prepare for what are often seen as the busiest times of the year, of which there...