Tag Archives: shopping

Supporting online shoppers continues to be a challenge

Online retail is a now a mature business model isn’t it? After all, companies such as Amazon have been taking orders online and delivering products for two decades. Is there still so much to learn? Clearly there is still a … Continue reading

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Shopping online is the new normal for retail

As we now head into February, Christmas is far enough behind for analysts to start crunching the data and describing what happened in the final quarter of 2013 – and in particular those final weeks where every retailer was hoping … Continue reading

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Customer service: What has changed since the slowdown?

Business Week magazine recently described how consumer behaviour has changed in the US since the economic downturn. Of course the downturn affected many more places than just the US, with the UK experiencing a prolonged downturn too. The article focuses … Continue reading

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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

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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

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Are you being served? Retailers building communities online…

What kind of a relationship did you have with your favourite retailers a few years ago? Maybe you were a regular shopper. The staff knew you and could already suggest ideas based on what you had bought before, but would … Continue reading

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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

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Retail returns prove costly

Every retailer would like to find the silver bullet that improves customer service. Loyalty schemes, discounts, improved wait times at the checkout lines are all experimented with and important, but what is the single change that almost every retailer could … Continue reading

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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

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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

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