Customer Experience

Aldi takes top spot as UK’s most affordable grocery store

Aldi has once again outperformed its rivals, taking the title of cheapest UK supermarket in August according to Which?. The consumer group compared prices of 62 popular groceries at eight major UK supermarkets. Aldi emerged as the winner, with an average...

Retailers in for a tough holiday shopping season, as consumers are in debt

As consumers already start to prepare for holiday shopping season, new Salesforce research suggests that retailers might be in for a challenge, as 43% of consumers are carrying more debt than they were last year. The Salesforce Shopping Index highlights...

The real secret behind customer retention in 2024

Think about when you are having a frustrating experience with an online brand. On average, how long do you estimate you persist before giving up? If you said, “less than a minute,” you’d be right. You’d also be part of...

Customers crave genuine brand experiences, not just a loyalty programme   

In today’s climate of economic uncertainty for companies and customers alike, brand loyalty is no longer a given. To stay with a brand, customers are demanding even more. It’s not just about better prices, they want experiences and connections. In 2023, loyalty achieved...

Consumers want a human touch in customer service

Twilio released a study showing that consumers want to talk to real people. The study found that 48% of UK and German consumers feel most understood when speaking to a person. This suggests that good listening is crucial for building...

How technology is transforming customer experience automation

Automation plays an important role across many functions and industries, from automating quality assurance (QA) in contact centresto the electronic organisation of health records that improve patient experience and healthcare outcomes. Customer experience (CX) is also a common area for automation. Businesses often rely on customer...

Empower your team to elevate your guests: what it takes to make hospitality work

Whether buying a take-away coffee, sitting down at a restaurant to eat, or travelling through an airport, it’s the people-facing staff that transform the hospitality experience from the transactional to the magical.  Global CX specialist Ian Golding summed it up: “There are...

Ikea launches own second-hand marketplace

To capitalise on the growing market for secondhand goods, Ikea has introduced its online marketplace.  Customers can now buy and sell directly from each other, eliminating the need for third-party platforms like eBay or Gumtree. Ikea Preowned is currently available in...

Aldi to assist financially vulnerable customers with back-to-school fund

Aldi has launched a fund to support customers that are struggling with the costs at the start of the new academic year. As part of the back-to-school fund, the discount store will give away vouchers worth £100 to parents throughout...

Hundreds of discounted first-class tickets sold due to Qantas pricing error

Qantas offers refunds or upgrades to business class for hundreds of passengers who mistakenly bought first-class flights at a significantly discounted price. The error, which was caused by a coding glitch, resulted in flights between Australia and the US being advertised...

Customers raise suspicions that non-loyalty member prices are a rip-off

New research from Which? has found that some customer deals may not be as good as they seem. In some cases, non-member prices are an outright rip-off. The investigation found concerning membership pricing practices at Boots and Superdrug and at...

Consumers demand more choice on payment methods as spending habits change

Over half (56%) of worldwide consumers have changed their spending habits over the last year. Not only are they becoming more price conscious, but are demanding more payment choices. 43% of consumers have abandoned their online shopping basket if the...