EE research highlights the need for high street retailers to adapt to showrooming behaviour

Published on 30 May 2014 by in Latest News

EE research highlights the need for high street retailers to adapt to showrooming behaviour

As a growing number of UK consumers embrace the practice of showrooming, retailers are being challenged to improve the in-store customer experience to compete with less expensive online rivals. A new survey from mobile network provider EE has found 44 per cent of UK shoppers now admit to ‘showrooming,’ the practice of viewing an item [...]

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How small businesses can take advantage of mobile

Published on 30 May 2014 by in Latest News

The mobile medium offers many benefits for small businesses. From applications to social media, there are a number of cost-effective ways for an organisation to take advantage of the increasing proliferation of customers using their mobile to shop and interact with companies online. Mobile applications Mobile apps through iOS or Android can generate significant results [...]

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The value of customer feedback for brands looking to improve service

Published on 29 May 2014 by in Latest News

Naturally, in today’s competitive marketplace, companies must adapt to their customers’ service needs if they hope to gain repeat custom and secure profits. Of course to achieve this, companies must first know what their consumers require. Giving customers the opportunity to provide feedback is not just an effective way to address complaints and overcome service [...]

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Customer interactions in an online space

Published on 28 May 2014 by in Latest News

Social networking has changed the way many businesses approach customer service. Complaints are now being broadcast online with potential and existing consumers able to view what has been said. Audiences from many different demographics are taking advantage of this opportunity to use social networks to directly contact businesses, knowing there is pressure on them to [...]

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The CXPA Insight Exchange highlights key trends in customer experience management

Published on 21 May 2014 by in Latest News

Industry professionals from across the globe gathered in Atlanta last week to discuss how businesses are using new technology to enhance their customer experience offering. The following comments, taken from event attendees on Twitter, shine a light on the most important challenges and opportunities within the sector in 2014. [View the story "Key insights from #CXPA" [...]

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Closing the gap between in-store and online customer experience

Published on 20 May 2014 by in Latest News

Bridging the gap between online and the real world has become more important than ever. Shoppers are demanding more control over their shopping experience and retailers are having to come up with new ways to fulfil their customer’s needs. Consumers are demanding a personalised and simplified way to complete their in-store shopping that closer resembles [...]

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Global mobile broadband use revealed in new UN study

Published on 12 May 2014 by in Latest News

A new report from the United Nations has predicted that there will be over three billion internet users by the end of 2014, with over three quarters using mobile broadband to browse online. The study, from the UN’s International Telecommunication Union, forecast that 2.3 billion people across the planet would use their mobile phone to [...]

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Ofcom charts the rise of the older online shopper

Published on 06 May 2014 by in Latest News

New research from communications regulator Ofcom has found the number of seniors accessing the internet has risen by over 25 per cent in the past year. The finding, from the Adults’ Media Use and Attitudes Report, is predominantly a result of the increase of older people using tablet computers; rising from five per cent in [...]

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Consumers welcome new mobile payment service

Published on 29 April 2014 by in Latest News

Mobile users in the United Kingdom can now send money directly to an account using the recipient’s phone number. The scheme, launched by the UK Payments Council, allows customers from nine banks, including Barclays, Lloyds and TSB, to send cash to other account holders. The service can potentially reach 30 million people across the country, [...]

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Bridging online and in-store customer behaviour

Published on 28 April 2014 by in Latest News

Incorporating online customer behaviour into a real-world store is one of the biggest challenges facing retailers today. Indeed, the lack of integration between the internet and the high street is touted as one of the many reasons for the decline in bricks and mortar stores.  Still, there are a number of companies facing up to [...]

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