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Research findings show companies lacking the strategies to support digital self service

Companies are facing increased customer demand for digital self-service options, such as chat and text message, but many are quick to add new channels of communication without first addressing internal barriers. A new study “The Danger of Digital: Why digital self-service without true omnichannel strategies risks the entire customer experience,” found that in the rush to deploy […]

Payday lender tops banking complaints table: Barclays runner up

Payday lending giant CashEuroNet, which owns Quick Quid and Pounds To Pocket, is the most complained-about banking and credit business. Complaints against the payday lender trebled to 4,692 in the first six months of the year, said the Financial Ombudsman Service. The high-cost credit company knocked Barclays Bank off the top of the table, with […]

Free to use cash machines disappearing at record rate as demands fall

More than 250 free-to-use cash machines are disappearing a month as operators shut unprofitable ones, the network co-ordinator Link has said. There are 53,000 free machines in the UK – but the number is shrinking at a record rate as people use less cash. Now the Payment Systems Regulator (PSR) is cracking down on the […]

Almost all business owners value customer service over price when shopping online

When it comes to B2B e-commerce, customers favour high-quality customer service over delivery speed and competitive pricing, according to new research. The survey of 1,000 UK B2B consumers, conducted by full service e-commerce agency, PushON, found that almost one hundred percent of people procuring business products, including computer software, furniture and office supplies, value customer service […]

online review

Consumers want online reviews to become more trustworthy says new research

The overwhelming majority of UK consumers demand that online reviews become more trustworthy. Almost nine-in-ten consumers (89%) are worried that fake online reviews are distorting what people buy, research by global reviews and customer insights company Feefo has found. The figure is a 14% increase on the 75% who expressed the same concern in Feefo’s research last year. Exploring […]

UK economy

World Cup success and warm weather boosts UK economic growth

The UK economy grew more strongly than expected in July as the heatwave and World Cup boosted the retail sector. The Office for National Statistics said the economy grew by 0.3% in July, and by 0.6% over the three months to July – the fastest pace in almost a year. “Services grew particularly strongly, with retail […]

Debenhams rushes out statement to reassure investors after shares plummet

Debenhams says its profit this year will meet forecasts, as it rushed out a statement to try and reassure investors after the shares fell 16%. It came after the retailer confirmed on Sunday it had appointed consultancy KPMG to help improve its performance. Debenhams said on Monday KPMG would help “maximise value for shareholders and […]

Price war in the funeral business hits Dignity

Funeral firm Dignity’s shares have fallen after Co-op offered to beat the cost of ceremonies offered by rivals, amid growing competition in the sector. Co-op is also reducing the cost of its lowest-priced “Simple” funeral. Dignity’s budget option, which includes a standard-issue coffin and no frills, is more expensive than the Co-op’s, even though it […]

Electric vehicle sales surge in UK as fuel prices rise

Sales of electric vehicles reached a record high last month, accounting for one in every 12 new cars purchased in the UK. The Society of Motor Manufacturers and Traders (SMMT) said hybrid, plug-in hybrid and pure electric cars made up 8% of the overall market. The number of total vehicles registered was up 23% on […]