Tag: Customer Experience

ParkHub drives customer success through speed, adaptability, and team collaboration

At ParkHub, customer satisfaction has always been a top priority, driven by a deep understanding of the demands their customers face. At the US firm, which provides software and hardware systems for the parking industry, quick resolutions to customer problems...

CX standards: it’s now or never for the industry to agree a shared set of standards

In the middle of July, Kantar, Bain and Company and Qualtrics hosted a press conference to announce they’d set up a Working Group to develop a set of Global CX Standards. By creating a common language for CX, the three...

Retailers risk losing customers over rigid return policies

A new report by Appriss Retail reveals the link between strict return policies and consumer purchasing behaviour, claiming that 55% of consumers have avoided shopping at certain retailers due to restrictive return policies. This avoidance is rooted in negative return experiences,...

Holiday shoppers to boost mall visits by 18.7% as experiences take centre stage

Although online shopping is the top choice for the holiday season, there has also been a surge in mall and open-air shopping this year. According to JLL’s report, mall visits are expected to increase by 18.7%, with open-air shopping centres...

Almost 90% of shoppers frustrated by rising prices

A new survey from R.R. Donnelley & Sons Company (RRD) shows that inflation makes consumers change their shopping habits, putting value ahead of brand loyalty. As prices keep rising, shoppers are choosing lower-cost alternatives, searching for bargains, and avoiding items...

This week in CX: workers strike to stay out of the office

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve been looking at the latest research in consumer preferences, standards, and attitudes to AI usage. We’re also discussing new updates from Amazon, eBay, X, government policies,...

84% of Black Friday shoppers likely to return after positive experience

A recent survey by nShift shows that 84% of shoppers are willing to return to a retailer following a positive Black Friday experience. This underscores a major opportunity for online retailers to turn seasonal bargain hunters into repeat customers by...

Consumers are ready to trade privacy for personalised experiences

A recent study by Jack Morton has shown that almost half of consumers (48%) are ready to share their personal data in exchange for a better brand experience, and 30% said that they would even trade data for cash or...

Shift in consumer shopping preferences opens new opportunities for in-store retailers

Sony’s latest State of Retail Technology Report 2024 uncovers a significant shift in the balance between online and in-store shopping, highlighting new opportunities for brick-and-mortar retailers. While e-commerce has dominated in recent years, the report indicates that consumers are beginning...

Bain & co, Kantar, and Qualtrics update their global CX standards

Following a 10-week industry-wide consultation, Bain & company, Kantar and Qualtrics have released their update of the jointly-endorsed Global Standards for Customer Experience. The revised standards are the result of cross-industry outreach and collaboration from the three firms, and introduce a...