Tag: Retail

How can Retailers Keep Customers Coming Back?

It’s fair to say that customer expectations have evolved rapidly in recent years. Across all sectors – public services, transport, even utilities – today’s consumer expects a seamless experience. If this is not delivered, people now have the ability to...

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Black Friday: Shoppers set to Shun High Street

Black Friday offers will not be luring a majority of customers to the UK’s high streets this year, with new research showing most will stay at home. Contact centre and CX tech specialist Genesys has released a study on the annual...

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Millennial ‘FOMO’: How Your Brand can Benefit

FOMO, or ‘fear of missing out’, has become a phenomenon among the millennial generation. Millennials are spending more, travelling more, and seeking experiences more than any other generation, with Gen Z close behind. Of course, millennial instincts for sharing are...

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Rebooting the High Street

The ‘high street’ we used to know simply doesn’t exist anymore. While independent retailers are struggling, household names are also feeling the pressure, shuttering at an unsettling rate. In fact, according to the British Retail Consortium, the number of empty...

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Seven Essential September Steps for Retailers to Prepare for Christmas

You don’t have to be a retail expert to foresee an uplift in turkeys, alcohol, and mince pies through December, but in reality almost all products see a dramatic increase leading up to Christmas. Simply put, people buy more of (almost) everything. The...

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Taking a Bite out of the Big Apple’s Customer Experience

Not long ago, I was across the Atlantic in New York City, filming for my series Fix the High Street. Having recorded episodes in Glasgow, Newcastle, and London, I’d decided it was time to go further afield and to see...

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an image showing colourful brain illustrating emotional intelligence and CX

Emotional intelligence and CX

We’ve all read so much about emotion in Customer Experience – we see articles about defining the emotions we want customers to experience with our brand and we watch videos emphasising the importance of recognising the emotional state of our...

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Rise of the Eco-Conscious Customer and the Impact on Retail

A majority of young British customers say they would reconsider their spending behaviours if retailers were better at communicating the environmental impact of their purchases. In new research from inRiver, 1,500 UK consumers between the ages of 16-44 were quizzed on sustainable shopping and...

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Retail and Finance Leading Overall UK CX Improvements

British brands are slowly but steadily improving their Customer Experience, with retail and financial services continuing to lead the way, according to KPMG Nunwood.  Their new report, Power to the People, stresses the vital role employee engagement plays in improving Customer Experience, with...

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Points and Plastic Remain Popular, Loyalty Scheme Survey Finds

New research shows that the public appetite for points and plastic is as popular as ever, with the majority of UK customers subscribed to at least one loyalty scheme. According to Hawk Incentives’ The Loyalty Evolution Report – which surveyed 2,500 people across...

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