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Amazon investigating claims that some of it’s staff sold confidential customer data to third party

Amazon is investigating claims that some of its staff sold confidential customer data to third party companies. According to a Wall Street Journal (WSJ) report, employees of the e-retailer are offering internal data and other confidential information to independent merchants who sell their goods on the US giant’s website. The practice, which violates company policy, […]

House of Fraser online customers refused refunds despite earlier promise

House of Fraser customers have been told that they’ll get no refunds for goods ordered online but undelivered before the chain was bought last month. New owner Sports Direct said people must “contact the administrators” to chase their cash. They will join a long queue of other creditors – meaning there’ll be little chance of […]

John Lewis Partnership profits slump by 99 percent as it plans rebrand

Profits at the John Lewis Partnership have fallen to almost zero in the first half of the year as its department store chain matched discounting “extravaganza days” by rivals. John Lewis Partnership chairman Sir Charlie Mayfield said the retail sector was facing “challenging times”. Its results, which include Waitrose, showed profits for the six months […]

New AI study shows average resolution time is three times higher than customers find acceptable

A new study designed to analyse the business impact and consumer attitudes of today’s customer journey highlights the gap between what organisations and customers define as a ‘good’ customer experience. The LogMeIn AI Customer Experience Study surveyed over 5,000 respondents made up of both business leaders and consumers around the globe.  The research revealed that […]

Npower investigating after thousands of customers details shared in a mailing

Energy giant Npower is “urgently investigating” how the personal details of some 5,000 customers were shared in a postal mailing. The letters included people’s names, addresses, and payment amounts. A Npower spokesman said no bank details were released and it had informed the Information Commissioner’s Office (ICO) of the data breach. The company has apologised […]

Utility SSE says trading ‘regrettable’ after heatwave halves its profits

SSE says its performance in the first five months of the financial year was “disappointing” and “regrettable”. It blamed “relatively dry, still and warm weather” – lowering output from its wind farms and hydro-electric stations – and “persistently high gas prices”. As a result, profits for the six-month period, would be “around half” that of […]

New JDA global consumer survey finds balance needs between shoppers’ demands and privacy concerns

Global survey of 12,000 consumers reveals that personalization and convenience are universal desires shared by all shoppers Today’s retail environment is more complex than ever, given the rise of e-commerce and a rediscovery of the age-old truth that “the customer is king.” As retailers across the globe struggle with demands for both personalization and convenience, […]