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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 […]

The Future of Retail: Navigating Customer Service and Outsourcing in 2024 

Retail, a sector that has always been on the move, is about to undergo even more significant changes. In this follow-up to our previous blog post on the top five retail trends, we explore how these developments could impact customer service and outsourcing.  Trend 1 In the age of omnichannel retail, the line between physical […]

Top 5 Retail Trends to Watch Out for in 2024

Anticipating the future of retail, here are 5 trends to watch out for in 2024. The ever-evolving retail and e-commerce landscape presents a constant challenge for businesses striving for growth. To stay ahead and keep customers engaged, companies must stay agile and responsive. However, predicting the next wave of retail evolution is no easy feat. […]

Prepare for Customer Service Peaks with These Top Tips 

Black Friday is a phrase that elicits an immediate emotional response from virtually everyone that hears it. These two words can immediately send customers reaching for their wallets, but they also have a habit of creating tidal waves of pressure for business leaders and customer service reps.  The good news is that Black Friday represents […]

5 Customer Service Trends to Prepare for in 2023

Customer service remains the number one differentiator for any brand. Consumers today care more about the experience businesses can offer than their products, services, features, or even prices.   The good news is that companies recognise the need for exceptional service, with 65% of brands saying they plan to increase their investment in customer experience […]

Retail Peaks, they’re not just for Christmas.

The holiday season represents a crucial period for retailers both online and in physical stores. During October, November, and December each year, companies experience rapid increases in demand for their services as spending rises from a range of consumers.   In the UK, 81% of consumers have said they’re planning to shop more during the Black […]

How the Energy Crisis is Affecting Retail and Ecommerce

It’s no secret that the last couple of years have had a phenomenal impact on the retail landscape. The pandemic caused the closure of stores worldwide, with around 8,700 British chain stores shutting their doors in 2021 alone. Surviving store owners have had to adapt at break-neck speed to new changes in customer demands and […]

Part Six – Collaboration and its Role in the Future of Retail 

outsourcing

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?  

retail thought piece

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 

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 […]

The Main Benefits of a Multilingual Customer Service Team in Retail

Simon Keeler COO

Excellent customer service is a top priority when you’re running a retail business. Here at DDC OS, we can help you outsource this aspect of your business so you can focus on delivering exceptional products and services. We speak your customers’ language—literally. We can offer multilingual customer services so we can deal with your customer base in […]