Handling Complaints: The Key to CX Success
No matter how much time and effort you put into building the perfect customer service strategy, customers are unlikely to be perfectly happy, all the time! That’s why handling complaints correctly is so important, to limit any negative experiences. Recently, a report from the BBC showed just how important this is, drawing attention to the […]
A Year in Review with John Callachan
After the challenges of 2020 & 2021, this year was full of hope and curiosity for what the “new norm” might look like. Whilst we have now learned to live with Covid, the cost of the pandemic and political uncertainty has led to a global cost of living crisis. Nonetheless, there is much to be […]
Energy Suppliers – Getting it right, first time – how this is harder than you think.
Energy is a product with low margins and little differentiation. This makes the job of an energy retailer complex at the best of the times – it’s a constant balancing act between customer service and cost to serve, the only variables that make your energy supply business stand out from the competition. So, delivering good […]
Part Six – Collaboration and its Role in the Future of Retail
Modern Consumers Demand More There has never been as much choice as there is today; the world of e-commerce has ballooned, which means that there are seemingly endless options at the click of a button. The pandemic has only accelerated this trend, and, as a result, some of the best-known brands globally have seen a […]
Part Five – UX: Data-Driven Like Never Before
We undeniably live in a data-driven world. If you want to get ahead and retain customers, making the best use of the information at hand is vital. While many retail businesses have a wealth of data at their fingertips, ensuring that it is analysed and implemented is an ongoing process. Here, we look at some […]
Part Four – UX: Delivery and Returns
Due to rising demand, HGV driver shortages, and more expectant customers than ever before, it’s evident that the ‘Amazon Generation’ are pushing the industry to new levels of transformation. So, what can we learn from consumers’ new habits post-pandemic, and how is that already impacting the UX regarding deliveries and returns? The Rise of Digital […]
Part Three – What Next for the Accelerating World of E-Commerce?
The UK has the most advanced e-commerce market in all of Europe. This means that staying ahead of the game has never been more imperative; consumers expect a high level of service when buying products online. Consequently, retail businesses must work hard to deliver, literally… Flexibility in Delivery and Returns Perhaps one of the most […]
Part Two – A New Age for Customer Service in Retail
The UK high street has been a changing landscape for some time. Add in a pandemic, and you’ve got a recipe for potential disaster. Case in point, in May 2021, the British Retail Consortium reported a 77.8% year-on-year decline in footfall across the high street. Since the COVID-19 outbreak began, many of the most beloved […]
Part One – A Window of Opportunity
As we see the easing of Covid restrictions across the UK and a sense of normality return, we felt this was the time to look at how retail has had to adjust and what we might see moving forwards. Many retailers have had to quickly adapt to new forms of digital engagement and improve their […]
