Tag: Customer engagement

Amazon makes it easier for customers to access products across Europe

Amazon has launched Export Central, a tool aimed to provide customers in 39 European nations with a broader selection of products.Sellers that use Amazon’s Merchant Fulfilled Network (MFN) can now offer their products abroad, allowing buyers in countries without an...

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...

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...

Is AI going to save the CX industry?

68% of CX leaders are expecting an end to traditional customer experience as we know it, according to new research released from Zendesk.Nearly 7 in 10 UK CX leaders believe the volume of customer service interactions will increase five times...

Ikea launches own second-hand marketplace

To capitalise on the growing market for secondhand goods, Ikea has introduced its online marketplace. Customers can now buy and sell directly from each other, eliminating the need for third-party platforms like eBay or Gumtree. Ikea Preowned is currently available in...

Consumers demand more choice on payment methods as spending habits change

Over half (56%) of worldwide consumers have changed their spending habits over the last year. Not only are they becoming more price conscious, but are demanding more payment choices. 43% of consumers have abandoned their online shopping basket if the...

Poor service has set customer satisfaction to lowest levels since 2010

UK customer satisfaction levels are at their lowest since 2010. The latest UK Customer Satisfaction Index (UKCSI) has seen a drop of 0.8 points since July 2023 to 75.8 out of 100.“The UK Customer Satisfaction Index is the independent barometer...