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Retail Consumer Trends and Real-Time Feedback: Monitoring How Price Hikes Impact Market Sentiment

Lumoa

According to Deloitte’s Global State of the Consumer Tracker survey, 77% of retail consumers are concerned by the increasing prices of everyday products. Now, each retailer is tasked with determining the impact of price hikes on its own target audience and how this change compares to general retail consumer trends.

Retail 208
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Rebellion at Dollar General! A Challenge to CX Strategies?

CX University

Pink (2009) states that when employees have a purpose in their work, are provided with opportunities to develop mastery in what they do, and have autonomy, they will be engaged. Environment: Characterized by trust and supportive relationships. Work: Work is meaningful and provides recognition and growth. A Challenge to CX Strategies?

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Guest Post: Employee Engagement and CX: 5 Strategies to Build Synergy

ShepHyken

In their 2009 meta-analysis presented by Gallup, Harter et al. Customers can sense when an employee (or company) is genuinely invested in their needs, leading to stronger relationships and higher customer satisfaction rates.

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Royal Mail fails to deliver on service as stamp prices rise

Helen Dewdney

Stephen Agar, managing director of letters at Royal Mail, said: “We are operating in a tough market at present, under the threat of making a loss by 2021.” Royal Mail was privatised in 2013 and wants to be seen as working to keep costs down for consumers and making service improvements. Is it because they keep wasting money?

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How Covid has Exacerbated the Customer Service Issue

Interactions

A recent study by the UK Institute of Customer Service found that complaints about poor customer service are at their highest levels since 2009. While initially sympathetic, consumers are now tired of being told that their long wait times on the phone or late deliveries are simply “because of Covid”. The research is clear.

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‘More than just the product’ – the evolution from product centric to customer centric

ijgolding

The number of Bookstores physically present on UK high streets have fallen to less than 1000 in 2014 – down over a third in the last ten years. In 2009 one of the most prominent collapses in the industry came with the demise of Borders. You would find it hard to disagree with the statement. You can read the article in full here.

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What Do Companies With Low Net Promoter Score Have in Common?

Retently

In industries with a low overall NPS, we’ve looked at consumer complaint data to learn which brands are the least likely to retain customers and earn positive feedback. Consumer-focused banks reported an average Net Promoter Score in the 30s, indicating positive sentiment and overall satisfaction with the industry.