Author: Chris Robinson

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Data Driven Channels Global Insight

Leader of the pack: great customer experience beats price, so here’s how to get it right

great customer experience

Researchers have been analysing how easily UK consumers can get in touch with retailers via their preferred channel and they have identified a ‘dutiful dozen’ retailers that are ticking all the boxes. With 81% of consumers taking their business elsewhere if their queries aren’t answered quickly and effectively by a company, it is critical that retailers are offering a great customer experience and as many customer service touchpoints as possible. Chris Robinson explores the evidence.

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Data Driven Channels Europe Global Insight UK

Out of contact, out of touch – so open up your lines of communication

lines of communication

Research shows that more than half of consumers stop buying after a poor customer service interaction and that 95% ‘share’ bad experiences – so what, if anything, are companies doing to stop customers ‘falling through the cracks’ in the multichannel experience brands are offering? And how can they improve that offering? Chris Robinson says they should start by looking to their lines of communication and ensuring their customers can easily reach them.

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Data Driven Channels Global Insight UK

From cart to checkout: the challenge of late night shopping for the e-retailer

late night shopping

Remember when shops used to be closed on Sundays? Or closed for a half-day during the week (presumably so staff could have time off)? It seems ridiculous now, as we shop whenever we like, either in the high street or online. In fact, research shows that shopping ‘out of hours’ – late night shopping – is evolving and consumers are increasingly settling down in the evening for a bit of second-screen retail therapy. So how savvy is your brand at providing a first class customer experience for those ‘night owl’ potential purchasers?

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