It’s hard to ignore the impact that online shopping is having on retail and our shopping experiences, but is it necessarily for the better? A common retailing technique that is overlooked is matching the level of service provided in store with a fully equipped website. With this in mind, we put out a poll to find out how a retailers’ online presence affects a customer’s perception and potential sales. Continue reading “How do online stores affect retailers in the UK?”
There have been many reports in the news lately about the High Street and how various retailers, such as House of Fraser, Poundworld, Toys R Us and Maplin (to name a few), are suffering from high street woes. But how has this news affected consumers?
The multi-billion dollar online retailer Amazon, who first launched its first shop in late 2016, promises to revolutionise the way people shop. The online retailer is certainly no stranger to changing the market and they seem to have done it again with this new concept.
Retailers have made it really easy to buy products online, as well as instore. However, how has this affected how consumers shop? Does it mean that shoppers are more likely to shop online? Read on to find out.
We have all heard about Mystery Shopping, but can we really use it to make extra cash and how can we go about it? Here are some tips and suggestions to shop for free:
Customer service is one of the main aspects a customer will judge a business on.
It is your responsibility, as the business owner, to deliver the service a customer expects from using your products/services.
Earlier this year, a colleague of ours’ son was diagnosed with Type 1 Diabetes.
Due to this, his mother must test his blood every 2 hours leading to the two of them being unable to enjoy a full night’s sleep.
We discovered that they were able to purchase a continuous glucose monitor retailing for £750, as this is not available through the NHS, we set on a fundraising mission.
What determines the true cost of poor customer service? The short answer is that there isn’t an equation to help determine how much you are losing by poor customer service.
No two customers or businesses are the same but the negative impact of producing poor customer service can be similar, if not the same.
For each customer that is lost from poor customer service, you lose new customers that could have been referred to you. Along with that, your brand’s reputation could be damaged and brand loyalty. This will further negatively impact your performance and profits.
It is possible that in some point of your life you’ve been standing in a queue at a retail store next to a mystery shopper.
They’ll be hard to spot, seemingly shopping for a night out for essentials, but what they are doing is taking mental notes of the stores’ appearance, cleanliness, and service of the store.
There are roughly 50,000 mystery shopping trips carried out every month in the UK, as stated by the Mystery Shopping Providers Association (MSPA), and as more and more spending takes place online, the demand for mystery shoppers is increasing.
Ensuring that your customers are receiving a consistent experience across all channels is important for them to form a positive connection with your brand.
A great brand experience is ultimately down your customer’s satisfaction with each channel of you brand, including your website, branding, employee interaction and atmosphere but bad experience with any one of those channels has the possibility to ruin the customer’s view of your brand as a whole.
It is easier on some channels that others to control the experience the customer will have. As your website, app and marketing will be entirely under your control and are offering lots of data and feedback opportunities, you can make sure that your customers are receiving great interactions on those channels. It can be difficult, however, to keep up that same consistency in physical stores.