Tag: Customer service

Asos customers slam new return fee

Asos has sparked outrage among its customers after introducing a new policy that charges a return fee. The online retailer has begun charging customers £3.95 if they return items worth less than £40. This change has angered many customers, who have...

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...

New partnership aims to grow supply chain SMEs

ProspectSoft has teamed up with Oxford Brookes Business School to help small and medium-sized enterprises (SMEs) in the supply chain sector leverage their customer data for growth. The partnership, supported by a grant from Innovate UK, involved researchers from Oxford Brookes...

Is AI going to save the CX industry?

68% of CX leaders are expecting an end to traditional customer experience as we know it, according to new research released from Zendesk. Nearly 7 in 10 UK CX leaders believe the volume of customer service interactions will increase five times...

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...

Pressure, trust in investment, and responsible policy are driving AI investment

A new survey from ABBYY has found that 58% of companies are worried they will be left behind if they don’t use AI – thus driving their primary motivations for investment. The average investment cost in AI reached £730,000 in the...

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...