Customer behaviour

Nine in ten consumers defect to another brand following poor service

  New study highlights the unforgiving nature of today's customer – and also shows that most are willing to pay more for a better customer experience New research shows that British adults are impatient when it comes to poor customer experiences. In an online survey of 2,023 British adults conducted for  RightNow by Harris Interactive, […]

Consumers seek better product detail online

  More than half of consumers (56%) check two to three web sites before purchasing an item as impulse shopping is replaced by the age of the 'information shopper' according to research  Impulsive shopping appears to be very much a thing of the past, the study conducted by Toluna for affiliate marketing network LinkShare found, […]

It’s not music to the ears of customers

  Half of Britain's shoppers have left a store because they were annoyed by the music, a new study has found A study carried out by Immedia Plc, which develops music strategies for retailers, found that High Street retailers could be inadvertently turning away shoppers because they haven't developed a suitable 'sound' for their brand. […]

Social media revolution ‘rewriting customer service rules’

  Almost half of consumers believe social media can hold brands and companies to account and businesses need new multi-channel strategies to tackle 'disconnect' with customers  Businesses must reinvent their customer service models to respond to a growing breed of 'connected customers' who use social media to comment on service, according to the Customer Contact […]