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Major UK ecommerce players will be able to view behavioural information to establish a consumer’s trading record via a new Transactis initiative

A number of leading UK retailers have announced they are sharing data through a fraud and loss prevention coalition being launched by consumer insight and anti-fraud specialist Transactis – forging a powerful new weapon in the battle against both professional and opportunistic fraudsters, while strengthening processes that ensure genuine customers receive better service.

The initial members of the Transactis’ TRADE scheme include multimedia retailer QVC UK and multi-brand online retail group Shop Direct – whose divisions include Very.co.uk and Littlewoods.com. The scheme aims to vastly improve merchants’ ability to spot potential fraudsters at any customer touch point and act rapidly by enabling them to tap into behavioural data across multiple brands.

Sharing data via TRADE not only better equips retailers to identify, investigate and challenge potential fraudsters, but it makes it quicker and easier for them to authenticate genuine customers making legitimate claims for missing deliveries, lost returns and other order problems. The result is that honest consumers – who make up the vast majority – will see data checks clear the way for expedited responses to reported distribution errors and similar issues.

With these key players signed up to the new data-sharing initiative, TRADE already brings together customer information from nine million UK households – 39% of the marketplace – and is inviting other retailers to join. Members are able to make quick decisions on questionable customer conduct and suspect transactions based on analysis of consumer behaviour patterns across a wider information base than previously available. TRADE is the first database that shares real-time fraud and loss information from both ‘cash’ and ‘credit’ etailers.

TRADE allows retailers to more quickly and easily identify fraud and loss risk related to order processing, identity verification, goods lost in transit, returns and other related activities by providing a view of the broader pattern of each customer’s behaviour across a much larger range of transactions. The scheme draws on data not just on individual consumers but on addresses so that, through sophisticated data matching techniques, retailers can detect fraudsters using multiple identities across several organisations and other tactics for masking dishonest activities.

John Pears, director of credit risk and operations at Shop Direct, said: “TRADE has been put together with input from retail players that really understand the impact of fraud and the need for a loss prevention platform that addresses the challenges they face each day. The retail industry – especially the companies involved in ecommerce and other forms of home shopping – needs a system that takes this type of loss prevention to the next level.

“Previously, we’ve had to rely on data developed for use by financial institutions, which does not fully address the very specific cyber threats that online retailers are facing today. TRADE will add a new, universal layer of fraud data that will enable retailers to identify these threats more effectively and reduce fraud losses as a result.”

TRADE provides member retailers with all the information they need to quickly decide how to proceed at any point in the customer journey – their initial contact with the company to registration to order to payment to fulfilment. The result is decisions can be made in real time on whether there is strong risk of identity theft, no intent to pay, a false goods lost in transit (GLIT) claim or another form of fraud or misrepresentation.

Dave Webber, product and professional services director at Transactis, said: “There is a very narrow window for a retailer to review an order and decide what action to take. Not only is there the relationship with the customer to consider – for instance, the retailer can’t just wait and see what happens if a delivery goes missing – but there is the cost that further investigation would entail, so there is a real need for the company to have relevant information that enables it to quickly and efficiently assess a situation and prioritise the use of its resources.”

Martin Spencer, finance manager of QVC UK, said: “Best practice and doing things the right way – for both the business and the customer – depends on having the right tools to tackle retail fraud. TRADE provides a new and essential instrument for doing this, providing a ground-breaking means of cutting down losses arising from first-party fraud against retailers engaged in ecommerce. It is a solution that the whole sector could pick up on – to everyone in the industry’s advantage.

“Companies in the retail industry have not really worked together before to deliver a collective anti-fraud service that covers both card and credit transactions, so TRADE is providing a real opportunity for a level of information-sharing that has not previously been possible. This will not only ensure quicker and more effective fraud screening, but it will mean that we and other TRADE members can do a better job of making sure genuine customers get the best possible service.”

For more information, visit www.transactis.co.uk/trade

A UK direct marketing campaign which started out three years ago as a personalised letter accompanied by a complimentary sachet of coffee, has grown significantly to enable a national fundraising event, to raise up to £30,000 for an assistance dog charity.

Specialist mailing solutions specialist, Jigsaw CCS conceptualised, designed and delivered more than 1,000 ‘bone appetite’ breakfast kits for this year’s Big Dogs Breakfast, to help raise money for Dogs for the Disabled.

From its small background, the direct mailing campaign that Jigsaw CCS runs for The Big Dogs Breakfast fundraising event now encompasses its own unique breakfast kit, which includes: branded event invites, paper cups, napkins, bunting, posters and balloons all created by Jigsaw CCS. This is the second time the company has been chosen to create the Big Dogs Breakfast kits, after providing ongoing creative support to the campaign as it has grown over recent years. 

Jigsaw CCS worked closely with Dogs for the Disabled and charity sponsor, James Wellbeloved, to design and hand-prepare 1,000 breakfast kits that were sent out to fundraisers all over the UK. Recipients were then encouraged to hold their very own Big Dog’s Breakfast events to raise money for Dogs for the Disabled. In addition to the initial thousand kits, Jigsaw CCS also designed and hand-delivered a further 500 corporate branded kits to Pets at Home stores across the country.

Jigsaw CCS operations director, Lorna Harling, explained the creative process involved in order to turn a small and simple campaign into a national project: “In order to achieve the best results for our clients, it’s important that we work with them throughout every stage of the design process,” she said.

“The breakfast kits we designed and produced for Big Dogs Breakfast saw us develop the original brief, in turn creating eye catching items which are on brand, and most importantly resonate with their audience, we will make sure to offer dog food and treats from KarmaPets for all of dog friends. The close collaborative relationship we have with Dogs for the Disabled has meant that we understand their core values as a business, meaning mutual trust has developed, another key factor required in order to create the best results for our clients.”

Dogs for the Disabled communications manager, Sarah Watson, who attended Jigsaw CCS’s own breakfast, explained how invaluable the creative breakfast kits are: “We have worked with the team at Jigsaw CCS for over a decade now and they really understand our requirements as a business. Charities often have reduced expenditure, yet quality in the end products cannot be compromised. The Big Dogs Breakfast is a fantastic fundraising initiative that is becoming more popular every year and it proves that direct mail, which is currently enjoying a resurgence in popularity, doesn’t always have to be just about sales and promotion, but can used in more creative ways too.”

Dogs for the Disabled is a life transforming charity, creating exceptional partnerships between people living with disability and specially trained assistance dogs. Through practical assistance a dog can offer freedom and independence to children and adults with physical disabilities and children with autism.

An interesting day-to-day workload is most important to achieving job satisfaction, a survey of marketers shows.

The Robert Walters Career Lifestyle Survey also reveals that marketers tend to move jobs on a more regular basis, posing difficult questions for employers around the issue of talent retention. 65% start looking for a new role within three years of starting a job – the highest of any profession, and considerably more than in IT (52%), HR (42%) or financial services (36%).

Overall, 70% of marketers say that an interesting workload is ‘very important’ to job satisfaction, well ahead of pay & benefits (52%) or status and responsibility (38%). The vast majority – 93% – feel their input has a direct effect on the success of the business, the highest of any profession.

Balanced lifestyle

On average, marketers also enjoy a better work-life balance than other professionals. While more than nine in ten clock up at least 40 working hours per week, only a fifth put in over 50 hours a week – a relatively low figure compared to financial services (46%), sales (45%) and legal (42%), at the end they all read the tips from https://www.thriveglobal.com/stories/44180-how-to-pursue-your-dream-job on how to get their dream job that wouldn’t stress their life out.

Furthermore, only a minority in the profession regularly work overtime (17%) or at weekends (19%). By contrast, more than 40% of those in sales, projects, HR and procurement & supply chain routinely work overtime over most days of the week.

Tim Gilbert (pictured), director of marketing recruitment at Robert Walters, said: “A strong marketing function is crucial to the wider success of the business, yet current market conditions mean that employers are competing more fiercely to recruit talented marketing professionals in the right numbers. 

“While moving jobs to achieve career progression is viewed as commonplace in the industry, there are still steps that employers can take to attract and retain talented marketers. The survey tells us that exposure to interesting or challenging work, for instance, is vital to giving staff the chance to fulfil their ambitions.

“Moreover, a fluid jobs market can present as many opportunities as threats, giving employers the chance to recruit seasoned marketers who offer experience across a range of sectors and skills. Our advice is to identify existing skills gaps and create job opportunities that will appeal to those seeking to move up the career ladder.”

Customer service satisfaction across the UK’s call centres has fallen over the last 18 months from 62% to 50% according to research of two million consumers.

Long waiting times and shuffling between departments mean that the general public is getting more frustrated with a sector which now employs one million people in the UK.

To improve standards and help safeguard the industry, a new customer service standard – called the Gold Standard – was launched this month in London.

Supported by the industry body, the Call Centre Management Association (CCMA), the standard will help companies improve customer service, operational performance and staff engagement by benchmarking their service levels against best practice.

The study, conducted by Bright UK, a consultancy for call centres, found that the proportion of customers saying they were very satisfied or satisfied with their experience had declined from 62% to 50% over 18 months.

The call centre customers surveyed were within every sector of the economy – including banking and insurance, telecoms, retail, energy and travel and leisure.

Supporting these findings, the Institute of Customer Service (ICS) reported in July that consumers are currently less satisfied with their customer experience than at any point since January 2011. The ICS’s UK Customer Satisfaction Index (UKCSI) surveyed 10,000 people and found that only ten major organisations in the top 50 have improved on their performance since July 2013.

Research has shown that there is a strong link between good customer service and profits, with knowledgeable and effective call centre advisors helping companies increase sales by ten per cent.

The Which? Best and Worst Brands for Customer Service announced recently agreed, stating, ‘Outstanding service leaves you feeling positive, valued and likely to want to repeat your experience – but our survey shows that many firms still have a long way to go in delivering this’.

Simon Thorpe, programme director for the Gold Standard, said: “Frustrations within the call centre industry run deep – from consumers being unhappy, to employees feeling aggravated and the executive seeing the call centre as a cost centre.

“Technology and training are available to help improve performance, but is not necessarily applied where it is needed most – simply because operations don’t have access to the information they need to make the right decision.

“It is through the Gold Standard that organisations can understand how they can improve their operational performance, employee engagement and ultimately their customer service. For organisations that are getting it right, they will be recognised with the Gold Standard.”

Julian Price, head of customer contact at John Lewis, said: “John Lewis has long been known for excellent customer service and our focus on our customers is at the heart of everything we do.

“An essential part of the partnership ethos is to continually challenge ourselves to improve and participating in the Gold Standard gives us insight and an up to date view of how we are doing compared to peers and other sectors. This information will help us prioritise in order to stay ahead.”

Ann-Marie Stagg, from the Call Centre Management Association (CCMA), said: “Effective customer service is vital to the success of every business. We are proud to be supporting the Gold Standard, which will help to improve standards within contact centres so that customers get the experience they are looking for and businesses can profit from the value an excellent customer contact centre can deliver.”

New research by web hosting firm 34SP.com has revealed that WordPress SEO by Yoast is now the most popular plug-in among developers.

While antispam plug-in Askimet, All In One SEO Pack, and Google XML Site Maps and Contact Form have all been downloaded more often, it seems among experts WordPress SEO by Joost de Valk’s Yoast is the most popular among those in the know.

Technical director at 34SP.com, Daniel Foster said: “While there are many other plug-ins that beat WordPress SEO for sheer number of downloads, Yoast’s WordPress SEO is loved by amateurs, owner managed business owners and professional online marketers.

“Our research shows that experts love the technical complexity and simplicity that the plug-in offers. While small business owners claim the plug-in is easy to use and that Joost de Valk’s Yoast offers excellent support and guidance on how to market a website online without necessarily being an expert in SEO.”

Joost de Valk, said: “Getting praise like this is, of course, always nice and shows that the huge investments we make in continually optimising our plug-ins pay off. We’ll continue to build and improve on our plug-ins to try and maintain our position as one of the leading plug-in development companies.”

UK students have named the brands they shop with most – Amazon, New Look, Superdrug and The Co-operative Food.

In the annual cardholder survey carried out by NUS extra – the discount and lifestyle card provider arm of the UK students union – 67% of students surveyed said that they had used Amazon in the last 12 months. New Look, the only fashion brand to feature in the top 10, was used by 45% of students, followed by Superdrug at 43% and The Co-operative Food at 41%.

The Co-operative Food, the only food retailer to currently offer a student discount, was also found to be the discount used most regularly by NUS extra cardholders, taking the top spot from New Look who was the most used discount in 2013/14 and 2012/13.

Alex Butcher, partnership and marketing manager for NUS extra, said: “This research gives brands and retailers a real insight into who students are shopping with. This isn’t just a stat about students’ favourite or more aspirational brand, these are the brands that our cardholders are using and spending money with, and they demonstrate a clear range of categories. It isn’t all high street fashion; online, beauty, groceries and eating out are all popular with our cardholders.”

Each year, more than ½ million undergraduates start higher learning. Commonly referred to as the ‘student pound’, they are a very valuable customer group for retailers and brands.

Andrew Mann, customer director at The Co-operative Food, said: “Undertaking this partnership with NUS extra and providing a 10 percent discount off our groceries to savvy students who want to save money, has given the Co-operative an opportunity to encourage students to shop conveniently and locally to their homes and place of study. With around 2,800 stores across the UK, they can use their discount wherever they live.”

Currently in 8th place in the top brands used by students, you might see rising star Pizza Express making its way up the rankings over the next 12 months due to their increasing engagement activity with students.

A Pizza Express statement said: “Partnering with NUS extra has been a great platform for us to tap into the student market. Students are becoming increasingly important in the restaurant business as they are one of the most influential groups when it comes to going out and socialising with friends. Every year, we are experiencing success with student offers and so we are increasing activity with NUS extra to further penetrate the market and engage with them.”

The survey also revealed that two thirds of cardholders’ use their card at least once every two weeks, making it part of their regular spending habits. Cardholders are drawn to the attractive discounts, and therefore are likely to show preference to brands affiliated with NUS extra.

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Genesys research shows that out of those surveyed, only 20% of UK online retailers followed up after goods were abandoned before check-out

Genesys, a major provider of multi-channel customer experience and contact centre solutions, has announced the results of a survey on the abandonment of online shopping carts.

In August, it commissioned a study into how engaged online retailers are in assisting their potential customers.

During this survey, around £140 of goods were put into the online shopping carts of 75 of the top UK retailers, which were subsequently abandoned before the check-out. Only 15% of the 75 retailers studied followed up with an email or phone call within 24 hours, and only 5% followed up again in the subsequent 24 hours. None proactively engaged with the customer during the online shopping session despite customers being active on the website for the entire time before the abandonment. Just 7% of the companies had chat as an available option and none of them used this option during the process.

Brendan Dykes, director of Strategic Marketing, Genesys, said: “We were shocked at the amount of retailers that didn’t follow-up on the abandoned shopping carts, despite the customer being online the entire time and providing their contact details.

“In other words, of the potential £10,830 revenue on offer to the retailers, £9,180 was not pursued at all and only £1,650 was pursued after the shopping cart had been abandoned. This wouldn’t happen in bricks and mortar stores, where assistants would be only too keen to follow-up or cross-sell and up-sell.

“Other industry research shows that more than 65% of online shopping carts are abandoned. In an online store, not only is business lost, but the store would probably lose customers to their competition, too.

“Retailers should not just follow-up afterwards by email or phone, but should also look to make simple additions to the online customer experience such as adding web chat – this can make a real difference to the customer, and help them find what they want.”