The digital bandwagon is unstoppable. The Institute of Customer Service UK Customer Satisfaction Index recorded, for the first time last July, that 50% of customer experiences were digital. We've gone way past the tipping point. But investing in digital is not a silver bullet. Retailers beware. The evidence is [...]
We have all got so used to shopping online that some commentators have sounded the alarm and warned that the high street is dead and the future for bricks and mortar retailers is bleak. There is no doubt that online will continue to grow. It is also true that the [...]
Sustaining customer loyalty is notoriously difficult in the world of fast fashion, which is built on low prices and fast turnover. When you think that 2 in 5 consumers feel no loyalty to fashion retailers, and they will only stay loyal if they perceive that they are receiving real [...]
Black Friday in England will be online due to the second lockdown. Consumers looking for a deal have two choices: buy online or use click and collect services to pick up purchases outside stores. With the doors to non-essential shops locked once more, every retailer will be vying for [...]