Tag: Customer service
Amazon take part in trial for UK drone use
Amazon are among a group of organisations who have been selected for a trial testing drones for business use in the UK. The trial will focus on gathering data on how the drones detect and avoid other aircraft. “Our goal...
Luxury retailers head to Central London streets for top in-store shopping results
New data from CBRE found that central London retail investment volumes increased 71% quarterly, totalling £424m in the second quarter 2024. Luxury retailers now flood to Bond Street and Oxford Street particularly for higher foot traffic and sales success. In Oxford Street,...
Customers not able to resolve their simple self-service issues
Only 14% of customer service and support issues are fully resolved in self-service. Even “very simple” issues are only resolved 36% of the time in self-service. The new research comes from a Gartner survey. “While 73% of customers use self-service...
Hallucinating chatbots and misleading information: how to bridge the AI – human divide
Any business with a large customer base appears to be prioritising AI, automation and chats to improve customer service and overall customer experience. But is that what the customer wants? Christian Banhans, managing director of spusu, believes there is away to...
Convenience comes first for customer behaviours
Demand for convenience is the number one customer behaviour to influence CX practitioners’ planning in 2024. This comes from the new report from CX Network, ‘The Global State of CX 2024′. Demand for convenience increased from fourth place in last...
UK supermarkets provide #1 excellent personalised content
In new research to find the UK’s best industries for personalised content, supermarkets have ranked first. “Supermarkets benefit from having access to a huge amount of data – from purchase frequency to brand preferences.” says the president of Optimizely, Shafqat...
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...
Is poor listening hurting customer experience?
Customer happiness should be stronger than ever. Businesses have almost unlimited scope to collect deep insights about individual needs, while three in ten customers are willing to pay more for products that come with better service. So, why are satisfaction levels stuck at...
Exclusive community discounts will foster strong customer loyalty and connections
Exclusive retail offers are recognised as a key driver in customer loyalty. The new research comes from a survey conducted by SheerID, in its 2024 Customer Loyalty Report. Nearly three quarters of respondents feel more emotionally connected to brands that give them...
Generational differences for better customer service are revealing new standards
Older generations of customers show less loyalty and patience towards brands than the younger Gen Z (aged 12-27), a new study by Zoom has found. This research comes from Zoom’s Morning Consult survey, examining how consumer expectations have shifted, and...