Tag Archives: high street

Vodafone expands their High St footprint

Vodafone recently announced plans to invest £100m in opening 150 new stores around the UK over the next year. This will develop their high-street footprint to over 500 stores, but why would a brand like Vodafone be investing in the … Continue reading

Posted in Current Affairs, Customer Service, Retail, Telecoms | Tagged , , , , , , , | Leave a comment

Getting #Custserv with Twitter right or ‘Respect for the Bad Man’

Retailers are getting used to multichannel service today. Many of them are answering customer questions online using the same channels to respond to the original questions – for instance publishing answers and information on Facebook when questions originate from that … Continue reading

Posted in Contact Centres, Current Affairs, Customer Service, Retail, Social Media | Tagged , , , , , , , , , , , , , , | Leave a comment

How can retailers fight the ‘showrooming’ trend?

Retailers spend a lot of money to keep their stores on the High Street, but many are now exploring new ways to retain their relevance in an era of online shopping. The current scourge of the High Street retailer is … Continue reading

Posted in Current Affairs, Customer Service, Innovation, Retail, Social Media, Technology | Tagged , , , , , , , , , , , , , , | 1 Comment

The retailers strike back

We have often talked of the omnichannel on this blog, the merging of online sales and features – such as price comparison – with the experience of a real retail shop. I believe that there is the possibility for online … Continue reading

Posted in Current Affairs, Customer Service, Retail | Tagged , , , , , , , , , , , | Leave a comment

Keep the customer satisfied

Customer management agency SMG recently surveyed 359,000 British consumers to gather information and insight into purchasing behaviour and found some startling insights related to customer service. UK shoppers spend over 40% more when they receive a positive in-store experience, with … Continue reading

Posted in Contact Centres, Current Affairs, Customer Service | Tagged , , , , , , , , , , , , , | Leave a comment

Where is the omnichannel today?

I have talked often about the omnichannel on this blog. In fact, at the beginning of the year I was talking about how it will be one of the defining trends of 2013. I still believe that this is true, … Continue reading

Posted in Current Affairs, Customer Service, Technology | Tagged , , , , , , , , , , | Leave a comment

Shoppers are not spending less, they are spending differently

Last Monday was known as cyber-Monday amongst retailers in the UK and it marks the beginning of the Christmas sales rush, but will the tough economic climate change this traditional boom time for British retailers? In a recent article featured in … Continue reading

Posted in Current Affairs, Customer Service, Technology | Tagged , , , , , , , , , , , , , , , | Leave a comment

Is Retail Broken?

A new Teleperformance blogger Peter Champion joins the online debate… Peter is Sales Director at TP and you can reach him here… The Oxford Institute of Retail Management at Said Business School recently announced the launch of an 18-month study into the … Continue reading

Posted in Current Affairs, Customer Service | Tagged , , , , , , , , , , , , , , , | Leave a comment

Customer experience is the future of retail

Do you remember the dot com boom of the nineties? Unfortunately I am old enough to remember it clearly – I’m still shocked when I see graduates entering the company who were born in the nineties so this all seems … Continue reading

Posted in Current Affairs, Customer Service | Tagged , , , , , , , , , , , , , , | 2 Comments

Best and Worst Service on the High Street

This week, the Consumer’s Association published their latest survey on customer satisfaction in the British High Street. Over 11,000 people were surveyed and asked specifically about their experience in shops in the previous six months. The results are not pretty … Continue reading

Posted in Current Affairs, Customer Service, Human Resources | Tagged , , , , , , , , , , , , , | 1 Comment