Customer Service

Stat: Poor service fuels rise in consumer complaints in UK

News

Stat: Poor service fuels rise in consumer complaints in UK

While many UK companies have improved how they handle complaints in recent years, The Institute of Customer Service (ICS) reports that the number o...
Stat : Stats : Statistic
Stat: Chatbots should go beyond customer service

News

Stat: Chatbots should go beyond customer service

According to a small study by Lucidworks, 70% of Americans use chatbots often when shopping online, yet the research reveals that most services are...
Retail : Technology : Society
Klarna merges real-life and social shopping experiences

News

Klarna merges real-life and social shopping experiences

As consumers tentatively re-embrace physical stores, buy-now, pay-later (BNPL) service Klarna has acquired social shopping platform Hero.
Retail : FinTech : Media & Entertainment
Recuperative Living

Macro Trends

Recuperative Living

In the aftermath of Covid-19, consumers’ collective concerns about hygiene, wellbeing and immunity will drive new directions in beauty and wellness...
Beauty : Health : Wellness
Stat: Retailers enter the dawn of the discreet chatbot

News

Stat: Retailers enter the dawn of the discreet chatbot

Retail chatbots are expected to see exponential growth in the next four years, according to a new report from Juniper Research.
Retail : Technology : Customer Experience
Generation Z shoppers seek human customer service

News

Generation Z shoppers seek human customer service

Gen Z and Millennials in the US are 2.5 times more likely than Boomers to reach out to a brand’s customer service more than 10 times a year.
Retail : Customer Service : Digital
This SMS helpline answers plant parents’ worries

News

This SMS helpline answers plant parents’ worries

Rooted has launched an SMS plant programme for green-fingered consumers looking for advice on how best to take care of their plants.
Retail : Customer Service : Digital
SMS is changing the face of customer service

Big Ideas

SMS is changing the face of customer service

Brands and retailers are using SMS to offer their expertise as a personal service rather than to simply encourage customers to buy more products.
Retail : Customer Service : Technology
Gucci invests in customer service with luxury call centres

News

Gucci invests in customer service with luxury call centres

Gucci is opening six customer service centres at which consumers can speak to staff by phone, email or live chat.
Fashion : Luxury : Customer Service
Galeries Lafayette hires influencers as salespeople

News

Galeries Lafayette hires influencers as salespeople

The new Galeries Lafayette department store, which opened last month, has unveiled a digital-first training programme for its shop floor...
Retail : Luxury : Customer Service
Stat: Consumers expect more from customer service online

News

Stat: Consumers expect more from customer service online

According to a report from Conversocial, the majority of consumers (81%) in the UK and US expect more from digital customer care in 2018 than they ...
Digital : Customer Service : Retail
How The Restory is making luxury repairs an essential retail service

Big Ideas

How The Restory is making luxury repairs an essential retail service

Vanessa Jacobs, founder of the accessories restoration company, on the growing demand for luxury goods repairs – and why brands must pay attention.
Luxury : Fashion : Retail
Customers still desire human service

News

Customers still desire human service

According to a recent study by analytics software firm Calabrio, customers are placing greater importance on human service than the digital tools c...
Customer Experience : Technology : Digital
Can technology save the bank as we know it?

Viewpoints

Can technology save the bank as we know it?

Consumers’ on-the-go lifestyles have driven demand for convenience in all aspects of daily life, but as banks try to keep up are they losing sight ...
Finance : China : Banking
The Future of Service: Part 1

Markets

The Future of Service: Part 1

Service is no longer simply delivered with a smile. Here we look at the driving forces that are changing consumer expectations of customer service.
Future Of Service : Customer Service : Retail Futures Report 2017
Not-so-hot bots

Big Ideas

Not-so-hot bots

Global – A new study shows that despite the growing sophistication of artificial intelligence, consumers still value human interaction.
Chat Bots : Artificial Intelligence : Customer Service
By the bottle

Big Ideas

By the bottle

Japan – Amazon customers can now call on professional sommeliers to help them pick the perfect bottle of wine.
Amazon Sommelier : E-commerce : Customer Service
Thomas Kochs: The Secrets of Claridge's Service

Viewpoints

Thomas Kochs: The Secrets of Claridge's Service

Customer expectations from luxury hotels are continually changing.
Luxury : Customer Service : Claridges
All in the service

Big Ideas

All in the service

US – Service is a new online platform that acts as a neutral third party between brand and consumer to ensure high levels of customer service.
Customer Service : Complaints : Reputation
End of the line

News

End of the line

New York – Starbucks has launched its new express format store in the heart of Wall Street. 
Express Format : Starbucks : New York
Tax haven: Selfridges opens new lounge for international customers

News

Tax haven: Selfridges opens new lounge for international customers

London – Selfridges has raised the bar for international hospitality with a new VIP centre, catering specifically for the high-net-worth shopper.
Selfridges : Luxury Shoppers Experience : London
DNB bank advertises for 24 hours straight on Norwegian television station

Big Ideas

DNB bank advertises for 24 hours straight on Norwegian television station

Norwegian bank DNB bought every advertising slot on a major tv station for 24 hours. Not only did it turn the concept into a positive but it also m...
DNB : TV Advertising : Futuretainment
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