Customer behaviour

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 […]

Apathy and convenience vie with value for customer ‘loyalty’

  With the majority of consumers feeling the economy is the most important issue they face today banks and building societies continue to lead the way when it comes to feelings of customer loyalty, according to a survey conducted by Ipsos MORI for The Logic Group.  It is therefore perhaps no surprise that two key […]

Gen Y happy to share data if rewarded for the sharing

  Members of Britain's Generation Y are willing to go the extra mile in engaging with and promoting the brands they like, as long as they are rewarded for their efforts, according to a new report  The study, entitled 'Born this way: The UK Millennial Loyalty Survey', by Aimia, parent company of the Nectar coalition […]

It will be a last minute shopping Christmas for many

   Nearly half (46%) of UK shoppers will be doing last minute online shopping in the week leading up to 25 December this year, but over two thirds (67.3%) don't trust retailers to deliver gifts before the big day according to new research. 27% simply expect deliveries to be late. The findings come from the […]

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, […]