"Now more than ever it is crucial for retailers and brands to understand the dynamics at play"
A recent study by YouGovsuggests that physical … [Read more...] about Physical retail still rules – study
Customer Insight
McColls conveniently appoints customer experience firm
Convenience and newsagent chain in the UK, McColl’s has appointed a customer experience management company to capture customer feedback at store level. It closed its customer loyalty programme a … [Read more...] about McColls conveniently appoints customer experience firm
Trust, reputation and conversation top customer poll
77% of shoppers believe businesses are now more accountable than ever to consumers.
Retailers will increasingly need to meet consumer expectations across … [Read more...] about Trust, reputation and conversation top customer poll
Unexpected consequences of a customer lockdown
Positive actions that will enhance customer perceptions of a brand
With one third of the world’s population now in enforced isolation some … [Read more...] about Unexpected consequences of a customer lockdown
If #millennials are killing … is to be believed, life is about to change
Comment
Millennials are being accused of killing everything from pet food to alcohol. This less than scientific claim is based on the volume of tweets calling for said staples of our modern lives to be … [Read more...] about If #millennials are killing … is to be believed, life is about to change
McDonalds acquires to achieve personalised offers
Price paid thought to be US$300m
McDonald’s largest acquisition in 20 years signals a move from the fast food giant to do more to tailor its … [Read more...] about McDonalds acquires to achieve personalised offers
Customer expectations up 250%
Brand Keys 2019 identifies “unprecedented spike”
The Brand Keys annual loyalty survey has become so predictable in terms of which names will … [Read more...] about Customer expectations up 250%
Customers expecting more than they are receiving
Why can't companies be more Google?
Customer service expectations are being raised with the development of artificial intelligence applications. So much so that … [Read more...] about Customers expecting more than they are receiving
What brands do students admire most?
CSR raised in importance
It will all change when they reach the big world of work, but for students, the brands that are most admired for a range of factors including … [Read more...] about What brands do students admire most?
Marketers underestimating how loyal consumers are
Retail and fashion the biggest offenders
Marketers are not even close to understanding what makes consumers loyal to fashion and retail … [Read more...] about Marketers underestimating how loyal consumers are