Joe Rawlinson

AUGUST 9, 2017

Mobile technology has been changing consumer expectations for both e-commerce and brick-and-mortar retailers, making it more challenging to deliver satisfactory customer service. The 2017 IBM Consumer Experience Index (CEI) Study says only 3.4 percent of brands are delivering leading-edge customer experience , while 33.5

E Commerce 104

E Commerce Consumers Customer Service Social Media 104

Joe Rawlinson

JULY 8, 2015

And for retailers, this means understanding more about how to engage with this demographic and working out what they require from a shopping experience. It’s a myth that millennials have abandoned physical stores in favour of online shops. Ongoing social engagement. In fact many millennials still prefer to visit a store.

Customer Service 144

Customer Service Social Media E Commerce Retail 144

Beyond Philosophy

FEBRUARY 3, 2015

Dobrev asserts that most consumers say they want more choices, but they really want just enough choices. Like the famous discerning fictional heroine Goldilocks, consumers want an amount of choices that is just right. Engaging the subconscious shopper is a skill supermarkets are always perfecting. 4 September 2014. <

CEM 121

CEM 2004 Books Retail 121

CSM Magazine

DECEMBER 2, 2015

billion on Black Friday, British consumers are much less satisfied with retail customer service compared to Christmas 2014. 21% of consumers complained that it was impossible or extremely difficult to find information on retailers’ websites, a threefold increase from 2014’s 7%. Despite record UK sales of £1.1

2014 40

2014 2015 Customer Experience Retail 40

Eptica

DECEMBER 11, 2015

Clearly the stakes are high, and delivering fast, responsive customer service and a superior experience are key parts of attracting and retaining shoppers in the run up to December 25 th. This has two consequences – as mentioned above, consumers may just head to rivals to complete their shopping.

E Commerce 49

E Commerce Customer Service 2015 Social Media 49

Retently

AUGUST 22, 2018

Despite the uptick in metrics for customer service, aviation is still a sector, where customers have lots of issues when compared to other products or services that they consume on a regular basis,” said David VanAmburg, director of ACSI (American Customer Satisfaction Index). The 2014 US Consumer Airlines study.

Airlines 76

Airlines Customer Satisfaction NPS Net Promoter Score 76

Beyond Philosophy

OCTOBER 3, 2014

Downie explained that this was the result of recognising that Customer Service is only the final action in what has to be a much more strategic focus on the whole Customer Experience. “If I agree and believe this is about another critical factor to creating a great Customer Experience, Employee Engagement.

Leadership 154

Leadership CEM 2014 Sports 154