Category: Customer Experience

UK businesses must act on customer service failures

The energy regulator, Ofgem, has warned companies to improve their customer service or face consequences. Experts at money.co.uk have revealed that over 265,000 complaints have been filed against firms in England and Wales since January 2024. Citizens Advice data shows that...

Customer Connections provides staging point for CX revolution in HSBC

HSBC is quietly revolutionising its retail banking operations. What started out as a training programme in its Direct Mortgage team at the start of 2023 has evolved into a global initiative designed to embed empathy and improve customer experience into...

Nearly 60% of consumers plan to cut everyday purchases for holiday shopping

59% of shoppers are saying they plan to cut everyday purchases in order to prioritise gifting budgets. More than three quarters are planning to maintain or increase gift purchases this holiday season.  The findings come from Coveo’s new research report titled,...

Extra MSA boosts customer experience with major investment

Extra MSA, UK motorway services provider, has invested in new software to improve customer satisfaction. The company has partnered with Reputation to gather and analyse customer feedback, allowing for faster service improvements. The new software investment will provide valuable customer insights and...

Asos customers slam new return fee

Asos has sparked outrage among its customers after introducing a new policy that charges a return fee. The online retailer has begun charging customers £3.95 if they return items worth less than £40. This change has angered many customers, who have...

Aldi takes top spot as UK’s most affordable grocery store

Aldi has once again outperformed its rivals, taking the title of cheapest UK supermarket in August according to Which?. The consumer group compared prices of 62 popular groceries at eight major UK supermarkets. Aldi emerged as the winner, with an average...

Retailers in for a tough holiday shopping season, as consumers are in debt

As consumers already start to prepare for holiday shopping season, new Salesforce research suggests that retailers might be in for a challenge, as 43% of consumers are carrying more debt than they were last year. The Salesforce Shopping Index highlights...

The real secret behind customer retention in 2024

Think about when you are having a frustrating experience with an online brand. On average, how long do you estimate you persist before giving up? If you said, “less than a minute,” you’d be right. You’d also be part of...

Customers crave genuine brand experiences, not just a loyalty programme   

In today’s climate of economic uncertainty for companies and customers alike, brand loyalty is no longer a given. To stay with a brand, customers are demanding even more. It’s not just about better prices, they want experiences and connections. In 2023, loyalty achieved...

Consumers want a human touch in customer service

Twilio released a study showing that consumers want to talk to real people. The study found that 48% of UK and German consumers feel most understood when speaking to a person. This suggests that good listening is crucial for building...