customer satisfaction

Thumbnail-Photo: The high street surveillance revolution
05.12.2017   #customer satisfaction #video surveillance

The high street surveillance revolution

A journey towards intelligence

There is a great competitive force at work against high street retailers, one that continues to tempt customers into spending their hard-earned cash elsewhere. This is of course online shopping, with online sales rising 17 per cent following a ...

Thumbnail-Photo: Tackling the Black Friday sales
29.11.2017   #customer satisfaction #customer analysis

Tackling the Black Friday sales

Debenhams research reveals the amount of preparation customers make when Black Friday approaches

New research from British retailer Debenhams reveals the amount of preparation and planning shoppers put into making sure they get the item they want on Black Friday. The survey, which saw 2,000 shoppers across the UK questioned on their plans, ...

Thumbnail-Photo: Bioclimatic architecture: “The human body is a seismograph”...
27.11.2017   #customer satisfaction #shop building

Bioclimatic architecture: “The human body is a seismograph”

Only if the customer feels comfortable in the shop, he will spend time there doing his shopping

The need for sustainable architecture is becoming more and more widely recognized. According to Isabella Goldmann, managing partner of the architectural firm Goldmann & Partners, interior design based on the principles of bio-architecture does ...

Thumbnail-Photo: Promotions just as important to UK customers as product quality...
23.11.2017   #customer satisfaction #marketing research

Promotions just as important to UK customers as product quality

Study finds that promotions are a key factor in customers’ purchasing decisions when buying home and kitchen appliances

When it comes to buying home and kitchen appliances, British consumers admit that the right reward is just as important to them as quality of product. The independent study of 2,000 British adults, commissioned by 360insights, found that 17 ...

Thumbnail-Photo: Parcel lockers: around the clock delivery service...
22.11.2017   #online trading #e-commerce

Parcel lockers: around the clock delivery service

Interview with Gunnar Anger, managing director ParcelLock GmbH on the future of parcel delivery

A successful delivery significantly impacts how customers rate their shopping experience. That’s why new, flexible solutions along the entire supply chain are in great demand. This includes a universally accessible parcel locker system. Gunnar ...

Thumbnail-Photo: The self-checkout paradox – faster or slower?...
20.11.2017   #epos systems #customer satisfaction

The self-checkout paradox – faster or slower?

Shopping experience feels faster and more efficient even if actual time takes a bit longer

One of the biggest benefits with self-checkouts is that the process feels faster and more convenient. The customers are more prone to leave the store with a smile after a few more minutes by the self-checkouts than after a shorter amount of time ...

Thumbnail-Photo: Perfect mannequins a turnoff for some consumers...
20.11.2017   #customer satisfaction #design

Perfect mannequins a turnoff for some consumers

That's the finding from a new UBC Sauder School of Business study

Mannequins' long legs, tiny waistlines and perfect busts can sour some shoppers on the products they're wearing, especially consumers who don't like the look of their own bodies. The study found that consumers who report lower ...

Thumbnail-Photo: Racial profiling by retailers creates an unwelcome climate for black...
16.11.2017   #customer satisfaction #customer analysis

Racial profiling by retailers creates an unwelcome climate for black shoppers

Discrimination endured by black shoppers forces them to downplay their race or shy away from an activity among the most common and celebrated in American culture, according to new research. The study, "Shopping While ...

Thumbnail-Photo: Biologically effective lighting in retail
13.11.2017   #lighting systems #customer satisfaction

Biologically effective lighting in retail

Human-centric lighting benefits employees

Over the past ten years, energy efficiency thanks to LED technology has shaped both the lighting market and the retail sector. Lighting became more efficient, smarter and comparable in price with today’s halogen and similar lighting options. ...

Thumbnail-Photo: Music strengthens trust and reliability
19.10.2017   #customer satisfaction #customer relationship management

Music strengthens trust and reliability

Mood Media's before-and-after comparison shows the positive impact of music on the customer experience

Even branches away from the classical retail trade can have a positive effect on customers with the right music concept in their sales points. This is the result of a qualitative and quantitative study by Mood Media, the internationally leading ...

Thumbnail-Photo: Checkout maze: When cashiers vanish behind the terminal...
15.10.2017   #customer satisfaction #cashpoints, cash register, cash desk

Checkout maze: When cashiers vanish behind the terminal

Creating a positive effect at the POS area with a clear design

These days, point-of-sale terminals have to fulfill more and more functions – especially in the food retail industry. Retailers can also connect various peripherals that assume additional tasks. Yet this multitude of functions also entails ...

Thumbnail-Photo: Brands failing to deliver on chat customer experience...
29.09.2017   #consulting #customer satisfaction

Brands failing to deliver on chat customer experience

Only 15 percent of consumers are always happy with their chat services, an Eptica study finds

Consumers increasingly want to use chat for customer service – but companies are failing to meet their changing expectations. Nearly three quarters (72 percent) of consumers say a good chat experience will make them more loyal – however ...

Thumbnail-Photo: 72 per cent of UK consumers frustrated by shopping...
19.09.2017   #customer satisfaction #marketing research

72 per cent of UK consumers frustrated by shopping

The figures show an improvement on last year’s measures

Year-long research shows that despite a seven per cent decline in frustration-levels over the last 12 months, many areas of omni-channel operation still fail to meet consumer expectations 72 percent of consumers say the experience of shopping in ...

Thumbnail-Photo: Top retail brands ranked with Personalization Index...
14.09.2017   #customer satisfaction #customer relationship management

Top retail brands ranked with Personalization Index

The Retail Personalization Index ranks brands on the quality and degree of personalization in their customer experience.

Sailthru, the leading cross-channel experience management platform for the world's top retail and media companies, today announces the debut of its first annual Retail Personalization Index, a ranking of 100 top retail brands according to how ...

Thumbnail-Photo: Knauber Freizeitmärkte emphasize digital signage for improved quality...
23.08.2017   #digital signage #customer satisfaction

Knauber Freizeitmärkte emphasize digital signage for improved quality of consulting

“We want to use the digital world to optimally serve our customers“

The digitization of the POS has finally reached the DIY sector. The home improvement store as a place where you can touch and try things is more and more turning into a place of digital consulting. The Knauber Freizeitmärkte (English: Knauber ...

Thumbnail-Photo: How to build a chatbot: iAdvize launches Bot Builder for retailers...
07.08.2017   #customer satisfaction #customer relationship management

How to build a chatbot: iAdvize launches Bot Builder for retailers

Businesses can now create their own chatbots for online customer service

iAdvize, a European leader in online customer service, has launched a chatbot builder for omnichannel and pure play retailers. The Bot Builder allows businesses to create their own branded chatbots to automate part of their customer service ...

Thumbnail-Photo: Douglas: A more personal sales approach with the new Beauty Card...
04.08.2017   #customer satisfaction #customer relationship management

Douglas: A more personal sales approach with the new Beauty Card

“It’s crucial to understand our customers across all channels“ - Interview with Thomas Oberste-Schemmann, Douglas

The Douglas perfumery chain makes positive experiences with its new customer loyalty card. Thomas Oberste-Schemmann, Director of Global CRM Analytics, talks to us about the benefits for customers and the conclusions the company can draw from an ...

Thumbnail-Photo: 75 percent of British adults admit purchase decisions changed by rewards...
04.08.2017   #customer satisfaction #customer relationship management

75 percent of British adults admit purchase decisions changed by rewards

Study finds point of sale decisions can be swayed by right incentive

75 percent of British consumers admit that the right reward or incentive could shift their final purchase decision to buy from a competing brand at the point of sale. The independent study of 1,000 British adults, commissioned by 360insights, also ...

Thumbnail-Photo: ASICS hits the ground running with its new global retail concept store...
31.07.2017   #digital signage #customer satisfaction

ASICS hits the ground running with its new global retail concept store

New Brussels store selected as a pilot for global retail roll-out

ASICS has chosen the new Brussels store to launch its first iteration of a new and exciting, global retail concept. Building on its already strong reputation amongst serious runners as go-to product, the brand has now focused its emphasis on ...

Thumbnail-Photo: Ranking retailers from top to bottom on customer loyalty...
19.06.2017   #customer satisfaction #customer analysis

Ranking retailers from top to bottom on customer loyalty

inMarket utilizes its industry-leading location data to project growth and closures

inMarket announced its Spring 2017 Loyalty Report for Retail. This report is the first in a series that will cover various brick and mortar verticals, using mobile location data to identify customer loyalty.  inMarket uses ...

Thumbnail-Photo: Affordable clothing e-retailer RoseWholesale is becoming more...
16.06.2017   #online trading #e-commerce

Affordable clothing e-retailer RoseWholesale is becoming more customer-centric

E-commerce clothing site is focusing on better quality and an easier shopping process

RoseWholesale, an Asia-based online fashion retailer with wholesale prices, has taken several major steps to ensure product quality and enhance the shopping process. "The increase in Internet shopping in recent years has encouraged many ...

Thumbnail-Photo: Strategy for the future: back to consulting
02.06.2017   #e-commerce #data management

Strategy for the future: back to consulting

Curated Shopping promises an ideal shopping experience in online retail

Online shopping – a shopper’s paradise. It offers a huge selection, there is no commitment, you can do it without interruption and it’s fast. At least that’s the ideal concept. Reality often differs greatly. Finding the right ...

Thumbnail-Photo: Always in motion: SEAT rolls out new concepts for its dealerships...
25.04.2017   #digital signage #customer satisfaction

Always in motion: SEAT rolls out new concepts for its dealerships

How the automotive industry redesigns showrooms

Car dealers respond to the ever-changing buying habits of their customers and expand new retail concepts. The ambiance of car dealerships is increasingly defined by digital technologies, premium settings, and graphic displays. This is how the ...

Thumbnail-Photo: UK retail customer experience failing to improve...
20.04.2017   #customer satisfaction #marketing research

UK retail customer experience failing to improve

Nearly 50% of queries left unanswered

Despite 93 percent of consumers revealing they are more likely to buy if they receive a positive customer experience, UK retailers are struggling to deliver adequate, consistent service new research suggests. Companies were unable to answer 46 ...

Thumbnail-Photo: How to get shorter lines in your store
17.02.2017   #customer satisfaction #customer relationship management

How to get shorter lines in your store

Speed up the checkouts and avoid long queues

Most people want their checkout experience to be as fast as possible. While retailers know queues are inevitable, new research* shows just how much of an impact a long line can have on purchase behaviour. The researchers discovered that the length ...

Thumbnail-Photo: Organizations must pay attention to new factors driving customer loyalty...
16.02.2017   #customer satisfaction #customer relationship management

Organizations must pay attention to new factors driving customer loyalty in the digital age

Accenture Strategy unveils the new ‘languages of loyalty’ driving customer relationships in the digital age

Organizations are wasting billions of dollars each year on customer loyalty programs that don’t work like they used to, according to new research from Accenture Strategy. With millions of loyalty points sitting dormant and the majority of U.S. ...

Thumbnail-Photo: Customer satisfaction is more important than ever during the festive...
06.12.2016   #customer satisfaction #supply chain management (SCM)

Customer satisfaction is more important than ever during the festive season

Retailers need to ensure their supply chain is agile enough to handle the volume spike

The end of year festive season is almost upon us and for many businesses, especially those in the retail sector, this means the start of the peak activity period. In order to realize revenue targets, as well as offer a shopping experience that ...

Thumbnail-Photo: Mixed results on core experience factors among supermarket shoppers...
03.11.2016   #customer satisfaction #customer relationship management

Mixed results on core experience factors among supermarket shoppers

Opportunities exist despite high overall satisfaction and strong likelihood to recommend scores

The Retail Feedback Group (RFG), a leader in providing actionable stakeholder feedback, today released the 2016 U.S. Supermarket Experience Study. The research, now in its ninth year, found that supermarkets, on a five-point scale where five is ...

Thumbnail-Photo: Conversational Commerce: Messenger Apps are the new sales channels...
31.08.2016   #customer satisfaction #customer relationship management

Conversational Commerce: Messenger Apps are the new sales channels

Addressing the customer in real-time is on the rise

Retailers want to reach their customers where they are – on the social web. In times of social media omnipresence, these are primarily messenger services. They don’t just lend themselves for customer service inquiries but also offer the ...

Thumbnail-Photo: The Fragrance Shop’s competitive edge blooms with new Shutl delivery...
23.08.2016   #online trading #customer satisfaction

The Fragrance Shop’s competitive edge blooms with new Shutl delivery service

Same day delivery set to improve customer service and increase sales

The Fragrance Shop, the UK’s largest independent fragrance retailer, has launched a new delivery service from Shutl, the platform that gives people control over their deliveries. Shutl will bring The Fragrance Shop a competitive edge ...

Thumbnail-Photo: Features for predictive dialler deliver flexibility and productivity...
18.08.2016   #customer satisfaction #software applications

Features for predictive dialler deliver flexibility and productivity

Confirmit and Sytel signal continued evolution of CATI

Confirmit, the leading global solutions provider for Customer Experience, Voice of the Employee and Market Research, and Sytel, a global provider of IP contact centre solutions, have partnered to deliver a series of new Computer Assisted Telephone ...

Thumbnail-Photo: Well-executed supermarket websites attract more customers and dollars...
03.08.2016   #online trading #customer satisfaction

Well-executed supermarket websites attract more customers and dollars

In a perfect grocery-shopping world an online presence that perfectly mirrored its bricks-and-mortar store, with the same selection of products and a minimal online-offline price difference

In a perfect grocery-shopping world, the supermarket where you usually shop would have an online presence that perfectly mirrored its bricks-and-mortar store, with the same selection of products and a minimal online-offline price difference. ...

Thumbnail-Photo: UK consumer brands seek improved channel collaboration...
12.07.2016   #customer satisfaction #marketing research

UK consumer brands seek improved channel collaboration

Consumer technology brands are concerned that current IT systems and processes in place with partners are failing to capture

Zyme, Channel Data Management (CDM), has shared research findings which indicate that consumer technology brands are concerned that current IT systems and processes in place with partners are failing to capture, and report on, all necessary ...

Thumbnail-Photo: Customer service and support get omnichannel boost...
07.07.2016   #multichannel commerce #customer satisfaction

Customer service and support get omnichannel boost

SAP Hybris Solution: Enabling organizations to embrace the future of customer service

SAP SE announced SAP Hybris Service Engagement Center, a new omnichannel cloud customer engagement solution that allows organizations to deliver convenient, contextual and relevant service experiences regardless of channel or device throughout the ...

Thumbnail-Photo: When your front door guards the beer crates
29.06.2016   #customer satisfaction #logistics (software)

When your front door guards the beer crates

The beverage supplier “Trinkkiste“ delivers drinks with no deadline pressure

When beverage supplier “Trinkkiste“ from Berlin delivers its products, it is not bound to set times. A patented locking system that can chain the beverage crates to the door makes all of this possible. The online pure player also ...

Thumbnail-Photo: China Daily Asia Pacific Retail Leadership Awards winners revealed...
20.06.2016   #online trading #customer satisfaction

China Daily Asia Pacific Retail Leadership Awards winners revealed

Retail gurus gather for “Defining Next Generation Retail in Asia” forum

Co-organized by the China Daily Asia Leadership Roundtable and the Omni-Channel Retailing Conference, the co-branded session, themed “Defining Next Generation Retail in Asia”, was held last week at the Hong Kong Convention and ...

Thumbnail-Photo: Many consumers aren’t saving as much money as they could...
25.05.2016   #online trading #e-commerce

Many consumers aren’t saving as much money as they could

Cash back site Splender’s survey examines the state of consumers’ online shopping methods and behaviors

The “Splender Online Shopping Behavior Survey” highlights consumers’ desire to save money while shopping online but lack of knowledge on different ways to do so, including coupons and cash back sites. The national survey ...

Thumbnail-Photo: ”Delivery is crucial in the online shopping experience“...
24.05.2016   #online trading #customer satisfaction

”Delivery is crucial in the online shopping experience“

Interview with Arjan Kerkhoff, Senior Director Key Account Management Northern & Central Europe at MetaPack

Not only are they young and like to spend money, they are also very tech savvy: the Millennial Generation. Since they grew up with the Internet, they are well informed and already had experiences with online retailers. In this iXtenso interview, ...

Thumbnail-Photo: True omnichannel retailers understand that the customer comes first...
02.05.2016   #multichannel commerce #customer satisfaction

"True omnichannel retailers understand that the customer comes first"

Interview with Channie Mize, General Manager for Retail at Periscope, a McKinsey Solution

At the World Retail Congress 2016 in Dubai, Periscope has conducted a survey among the conference participants which found that most retailers (78 percent) are still not in a position to offer their customers a consistent brand experience across all ...

Thumbnail-Photo: Playfully increasing sales at the POS
02.05.2016   #customer satisfaction #customer relationship management

Playfully increasing sales at the POS

Gamification in brick-and-mortar stores

What types of advertising still work at the POS system today? More than ever, retailers need to ask themselves this question. After all, even if customers can still be approached by using classic advertising techniques, it’s unclear which form ...

Thumbnail-Photo: Just how loyal are customers to retailers?
29.04.2016   #customer satisfaction #customer relationship management

Just how loyal are customers to retailers?

74 percent of consumers remain unsatisfied with at least one aspect of their shopping experience

Webloyalty has partnered with Conlumino to create our latest report, The Unfaithful Consumer. The Unfaithful Consumer report investigates consumer buying behaviours and changing shopping habits at a time of unprecedented change for ...

Thumbnail-Photo: Top challenge for marketers is knowing their customers...
08.04.2016   #customer satisfaction #customer relationship management

Top challenge for marketers is knowing their customers

April 13 Webinar will discuss findings and offer actionable insight

Experian Marketing Services has released its 2016 Digital Marketer Report. The eighth annual study reveals the challenges, priorities and other key issues impacting marketers worldwide. This year, the top challenge marketers faced also is their top priority: knowing their customers' needs, wants and attitudes.

Thumbnail-Photo: Expanding the role of the trusted advisor through cash management...
08.04.2016   #customer satisfaction #customer relationship management

Expanding the role of the trusted advisor through cash management

Cash management automation improves the customer experience at the checkout

One of the biggest challenges retailers face is the cost of handling cash. Between counting cash repeatedly, reconciling cash drawer amounts, and transporting bills and coins to the bank, a lot of time and money is spent on managing the process.

Thumbnail-Photo: Missed opportunities: Challenging online shopping...
05.04.2016   #online trading #customer satisfaction

Missed opportunities: Challenging online shopping

Accessible websites generate sales

First, the good news: technically, there should only be winners when it comes to this subject. Providers of accessible websites service the largest possible group of customers and generate the most sales. However, many people need to overcome ...

Thumbnail-Photo: Gen Z and Millennials believe brick-and-mortar stores are highly...
31.03.2016   #multichannel commerce #customer satisfaction

Gen Z and Millennials believe brick-and-mortar stores are highly important

Optimal in-store experience varies by generation: Secrets to mastering the experience

A new research study by iModerate, a progressive insights firm, reveals that most consumers consider it important for retailers to have a physical store, and the first in-store impression is a critical factor in building loyalty. It also uncovers the key factors that contribute to a stellar shopping experience for each generation.

Thumbnail-Photo: Expectations and buying behaviors of todays modern consumers...
22.03.2016   #customer satisfaction #customer relationship management

Expectations and buying behaviors of today's modern consumers

Study uncovers the habits of highly active shoppers on the streets of New York, Chicago and Los Angeles

What are the expectations and most influential touchpoints for today's omni-channel shopper? These are the questions retail technology leader Aptos, Inc. set out to answer in its new research study, "Inside the Mind of the Modern Shopper."

Thumbnail-Photo: Social media outperforms email for customer service...
03.03.2016   #customer satisfaction #customer relationship management

Social media outperforms email for customer service

UK brands answer less than half of customer queries received on Facebook and Twitter

Despite its importance to consumers, email is falling behind social media when it comes to customer service, with UK brands answering just 38% of emailed questions, according to a new study.

Thumbnail-Photo: Retailers lose millions each year due to check-out misery...
03.03.2016   #customer satisfaction #cashpoints, cash register, cash desk

Retailers lose millions each year due to check-out misery

Store owners need to listen to staff to overcome POS problems

UK retailers are missing out on millions of pounds in lost sales by not listening to staff who’ve spotted a vital need to improve customer service at the check-out, according to Miura Systems.

Thumbnail-Photo: 45 percent of consumers purchase brands for rewards...
02.03.2016   #customer satisfaction #loyalty cards

45 percent of consumers purchase brands for rewards

Study measures consumers’ engagement with brands

More than 45 percent of consumers say the opportunity to earn rewards is a primary driver for purchasing from a brand, according to a new study from Maritz Motivation Solutions. The Maritz LoyaltyNext Customer Study surveyed 2,000 consumers on their loyalty to and engagement with brands.

Thumbnail-Photo: Customer approach becomes more digital – and practical...
04.02.2016   #digital signage #customer satisfaction

Customer approach becomes more digital – and practical

Fresh ideas for retailing at the BMWI joint booth at EuroCIS

Lifeless mannequins with whom customers cannot identify could soon be a thing of the past. At least, if it’s up to new entrepreneur Mesut Yilmaz. He has developed a digital marketing concept for retailer’s store windows which he will be presenting at EuroCIS.

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