ShoutingInDigital
Retail, E-Commerce, E-tail and Digital News
22nd
FEB
Research proves bad customer service impacts future sales
Posted by James | Filed under news
- Image via Wikipedia
Talking Retail reports recent research by the Consumer Forum has found that bad customer service really does impact consumers’ perception of retailers and where consumers are likely to spend their cash.
A survey revealed that more than 80% of consumers tell their friends, family and associates about good or bad customer experiences they have had. And of those who spill the beans its more likely the feedback will be negative. Three times as many respondents (25.2%) would relay bad experience over good (8.4%).
Almost all respondents also indicated that bad customer service would likely compel them to take their business somewhere else.
The Consumer Forum surveyed thousands of customers on all aspects of retail experience, from online shopping to the brands and services they like and dislike.
Simon Calver, CE and founder member of the Consumer Forum said the results provided a real insight into how UK consumers think about where to spend and on what products.
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Tags: Business, consumer, Consumer organization, customerservice, home, online shopping, Research, Retailing
21st
JAN
Which? condemns TV gold selling services
Posted by James | Filed under Uncategorized
- Image via Wikipedia
Every television ad break seems to feature them, and now they have been condemned by leading consumer group Which?
The ads in question are for companies who offer cash in return for gold jewellery, but Which? Claims these companies offer ‘shockingly bad value’.
These firms advertise themselves on TV with their main selling point being that customers can send old and unwanted gold jewellery and have it turned into cash.
Which? tested several gold buyers with three items of gold jewellery bought from the high street: a bracelet valued at £115, a £215 bangle and a £399 necklace. Buying four of each item, Which? sent them off to be valued as well as receiving quotes from three High Street pawnbrokers and jewelers.
One firm offered the lowest prices on each of the three items, with a grand total of £38.57 being offered. Another firm told Which? that the £399 bracelet wasn’t gold at all, and wanted to charge £10.95 just to return it.
On average, the TV gold buyers offered around 6% of the retail price for gold. High Street stores paid around 25%. The figures prompted Which? to condemn the providers and urged customers to avoid them.
On the research, one firm commented that the cost between gold retail prices and the prices obtained for smelted gold couldn’t be compared accurately as retail gold can be subject to markup of up to 300% and that they only advertised for old or broken jewellery.
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25th
NOV
Online sales affected by October postal Strike
Posted by James | Filed under news
- Image via Wikipedia
The recent national postal strike causes a huge slowdown in the growth of online sales of goods according to a study by IMRG Capgemini.
Sky News reports that the firm’s e-Retail Sales Index show that in the last week of October – when strike action was at its largest – online sales dropped by 5%, leading to a £53million fall in sales.
The IMRG Capgemini e-Retail Sales Index showed British shoppers spent £4.2 billion online in October, an increase of almost 12% on the same month last year.
Consumer confidence in Royal Mail’s ability to deliver goods bought online was a major factor in October’s e-retail sales values and volumes decline but with the threat of further industrial action averted in the run-up to Christmas, it is hoped that shoppers’ doubts and concerns can be alleviated.
Mike Petevinos of Capgemini said: “E-retailers must ensure they heed the October warning signs and act to reassure consumers that orders will be delivered in time for Christmas.
“With consumer confidence restored, e-retailers can get on with the real challenge of convincing consumers to spend online and resist the temptation to wait even longer for last minute discounting on the high street.”
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Tags: consumer, online shopping, retail, royal mail, shopping
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James and the team who run Shouting in Digital work for a digital marketing agency.
Sometimes we'll end up blogging about clients. When that happens it's because the client has done something worthy of a e-tail blog's attention. All the posts here are our opinion, insight and stuff we'd like to share for you please don't consider this meaningful advice.