Service is most likely factor to cause customer defection

2016-11-30T16:45:00+00:00 29th November 2016|Ecommerce, Omnichannel, Unfaithful Consumer|

In the last few years, UK retailers have invested money, time and energy to respond to the changing needs and wants of consumers. But despite their efforts, almost 75% of consumers are dissatisfied with some aspect of the shopping experience, according to Webloyalty’s latest report, The Unfaithful Consumer. It seems that in their quest to multiply channels and touch-points, many retailers have forgotten the most important aspect of all: good customer service. […]

Retail landscape changes, according to Webloyalty

2016-11-07T11:48:59+00:00 30th August 2012|Omnichannel|

The last two decades has been a period of great change for consumers shopping methods and interaction with retailers. In fact, research by Webloyalty (All change: the impact of mobile on multichannel retail’ by Verdict Consulting for Webloyalty – 2011) shows the retail landscape has changed so dramatically the days of solely shopping at physical stores are a distant memory. […]