The UK retail sector is undergoing unprecedented change, with many long-established high street brands closing or having to cut back their number of stores. With all the pressures they are facing, how can retailers ensure that they are delivering the right experience to their customers?
Providing access to knowledge is at the heart of creating an excellent customer experience. Failing to deliver timely, accurate answers to consumer questions disrupts the customer journey, while making it difficult to access relevant information, such as on your website, drives potential buyers away. Given the importance of knowledge, are UK brands delivering?
The amount of time – and range of activities – that consumers carry out online continues to grow. It is now the first port of call for everything from shopping and banking, to researching and buying insurance policies, switching telecoms supplier or booking a holiday. No wonder that in 2014 UK ecommerce sales broke the £100 billion barrier for the first time, making up ...
In an increasingly competitive economy, delivering the best customer experience is crucial for organisations looking to win new business and retain existing customers. However it has never been more difficult. Customers are demanding more, across an increasing range of channels and are swift to punish those that don’t deliver – either via social media or by moving their business elsewh...
Whether through advertising, search engine optimisation or simply building brand recognition companies invest significant resources in driving traffic to their websites. Then the customer journey begins in earnest, as organisations aim to move website visitors from browsers to buyers. Whatever you are selling, from books to insurance, it is vital that customers are guided through the process and p...
In the run up to Christmas shoppers naturally expect a high level of customer service from retailers. In store they want helpful staff, sufficient stock and no queues at the checkouts. Online they want a straightforward ordering process, a clear acknowledgement of their purchase and to be kept informed about delivery progress.As we’ve already found not all retailers are managing to provide t...
Today, the customer really is king. The combination of ever increasing competition and greater customer expectation mean you need to deliver higher and higher levels of service, whatever sector you operate in.And, to be fair, most organisations understand the importance of customer service but many are failing to deliver what consumers actually want. This could be down to a lack of budget, not lis...
A recent check of retail UK websites found that more than a third could be breaking the law. The research, by the Office of Fair Trading (OFT) uncovered issues at 62 of 156 sites, ranging from unlawful restrictions on refunds, failure to notify buyers about additional charges such as for delivery and not providing email contact details.Following the survey, the OFT has asked sites to change t...