Most retailers admit online customer service better than in-store
Over two-thirds of retailers believe their customers receive the best service online (either website, mobile or app) compared to 25% of retailers believing the best customer service comes from in-store, according to new research. The global research commissioned by...Top 50 online retailers in the UK: Travel companies Ryanair and Expedia take off
Travel companies saw a rise in popularity online during February 2015, while clothing retailers fared less well, according to new research looking into the top 50 online retailers in the UK.
Loyalty programmes falling short in digital age (Infographic)
Loyalty programmes have not evolved with the digital age and are failing to engage customers, with many lacking personalisation or mobile coupon redemptions, according to new research. The report, from Capgemini Consulting, researched the loyalty programmes of 160...Online review habits: Weekday purchases get better feedback
Online reviews are becoming ever more important for brand reputation- but what are the trends behind this growing practice? Online ratings and reviews experts Reevoo highlights the most popular times for customers to leave reviews, how this impacts on the negativity...The fraud prevention paradox: Why retailers’ fraud systems could be turning away genuine custom
With the cost of online orders lost to fraud as £2.92billion1, retailers’ fraud prevention systems could be costing them even more in lost business by failing to recognise genuine customers, a new report by ThreatMetrix warns. The ‘Are You Treating Your Customers Like...Top UK retailers for digital promotions: Currys leads the way
Currys employ the best digital promotions strategy among the UK’s top 20 online retailers, closely followed by Thomas Cook and Boots, according to a new benchmark report. The study, from RapidCampaign, found that across the 20 retailers, the most common promotion type...UK retailers failing at email customer service (but improving on Twitter)
Despite significant investment in digital channels, UK retailers are still only answering just over half (55%) of routine customer questions asked via the email, Twitter and web channels, according to new research. The findings, from the 2015 Eptica Multichannel...Amazon allowed to test drone deliveries in the US
Amazon has been awarded an experimental airworthiness certificate to use drones, according to the U.S. Federal Aviation Administration. The approval will allow the company to conduct research, development and crew training for deliveries called Amazon Prime Air. Under...Target fined $10m for data breach
Target has agreed to pay out a total of $10m (£6.74m) to people affected by a data breach in 2013, according to reports. Each claimant will get up to $10,000 in damages under the proposed settlement of a class-action lawsuit, pending court approval. Target has said at...Mobile campaign rewards shoppers who can find ‘virtual stores’
Outdoor clothing retailer Peak Performance is launching a new campaign that will see virtual shops offering free clothes to anyone who can find them during the ‘Magic Hours’ of sunrise and sunset. There is no physical retail experience, it’s a virtual shop that relies...Amazon buys Internet of Things firm 2lemetry
Amazon.com has acquired 2lemetry, a startup with a system for sending, receiving, and analyzing data from Internet-connected devices. The firm could help Amazon gain an edge on public cloud competitors like Microsoft and Google when it comes to incorporating connected...Google opens shop in London
Google has followed in the footsteps of Amazon, Apple and eBay to open a physical retail store in London. Watch this video from Retail Week discussing the new store: The Google Shop, a concession in electrical retailer Currys’ Tottenham Court Road branch, is set...Creating online promotions that get sales (not just brand love)
The retailers that consumers love are not always the retailers they buy from. New research from Rapid Campaign shows that promotions really do affect consumer behaviour.This infographic explains what kinds of promotions to use to turn brand love into sales. Marko...Google takes car insurance comparison shopping site to US
Google has launched a comparison shopping service for car insurance in the US, two years on from its launch in the UK. The site, called Google Compare for Auto Insurance is an aggregator for auto insurance designed to help shoppers make a more informed decision when...Amazon debuts Chinese ecommerce store with Alibaba
In a case of ‘if you can’t beat them, join them’, Amazon has opened an online store on Alibaba’s Tmall site this week.
