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Customers Not Impressed With Black Friday and Cyber Monday Customer Experience

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
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Festive failings in UK customer service

Eptica

DECEMBER 11, 2015

Getting to the right answers is becoming more difficult Being able to find basic information online is crucial to turning browsers into buyers. Yet the number of UK shoppers that complain of not being able to find information is rising dramatically.

E Commerce 49
E Commerce Customer Service 2015 Social Media 49
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