Category: Customer Experience

Forget Urgency, Here are the Emotions Customers React to for Black Friday

Marketing tech firm Persado used its artificial intelligence platform to analyse email campaigns run by 50 UK retailers and travel companies across the 2016 Black Friday/Cyber Monday promotion period, with a total of 171 subject lines gauging the reactions from 65 million email contacts. Interestingly,...

Angry Customers Can Be Good for Business? Here’s How…

Frustrated customers are the worst nightmare for any salesperson. When people are dissatisfied and angry, their choice of vocabulary can often be very offensive. Trying to help a person who’s throwing bad words your way and provide them with guidance...

Intuition vs Insight: Extracting Value from Black Friday Returns 

The total online retail spend for Black Friday in 2016 totalled a huge £1.23 billion, 12.2 percent up on the previous year. But how many of these rushed, one-day-only purchases are actually kept by the customer and how many are...

Consumers Feel Undervalued by Brands

Despite 90 percent of marketers claiming they are “customer centric” in their approach, only 17 percent feel valued by brands. That’s according to a new report from experience management leaders Qualtrics, which highlights how marketers can create a competitive advantage...

The Rise of Social Media Customer Care

Customer care is an integral part of every business’s success. Customer service is a way of building a better relationship with your customers, thus increasing the opportunities for a positive impact on sales and customer loyalty. Social media has not only...

Time to Get to Grips With Return Management

When a £25 pair of jeans costs £14 to ship and return, as well as the process of getting items back into inventory potentially taking up to ten weeks, clearly retailers have got a problem. And yet ‘free returns’ – and...

Play a Peak Blinder: Preparing Retail for Seasonal Demand

Planning for peak periods can often be a stressful time for retailers; teams across the business will be rallying around in a bid to prepare for what are often seen as the busiest times of the year, of which there...

Digitisation is the CX American Dream

Digitisation is the main Customer Experience priority for US firms, new research has revealed. A report by the National Centre for the Middle Market (NCMM) found that 74 percent of middle market firms surveyed believed digitising CX was essential to growing...

The Rise of Bargain Days: Keeping Up with Customer Demand

Bargain days are growing increasingly popular since the rise of Black Friday and Cyber Monday. Amazon Prime Day is another that has recently joined the ranks, and its huge success in 2017 has encouraged other retailers, such as PC World, to...

Common Sense: How Taste, Touch and Smell can Save Brick and Mortar Retail

In September, Toys R Us filed for bankruptcy protection in the US. The firm, which was once the dominant player in the US toy market, has found it tough to compete with larger rivals such as Walmart and Amazon. Anyone unfortunate...