Quarter of British consumers still prefer in-person shopping experience

A quarter of British consumers said they would be more likely to buy items they find challenging to buy online if they could ask questions and get advice in-person.

The data comes from new research by ecommerce tech firm Ve Global and it also found the products consumers find most difficult to buy online.

Clothing was considered the most challenging category of products to buy online, ranking first amongst the 2,014 respondents 27% of the time, followed by groceries at...

Customers lack faith in brands protecting them from fraud

A man sitting in the dark, using a laptop.

Half or UK retailers believe they are doing everything they can to prevent e-commerce fraud, but far less consumers (17%) share their confidence.

The stark disconnect between retailers and shoppers on the matter of online shopping fraud has been highlighted by new European and US data released by Riskified, an e-commerce enablement and fraud-prevention solutions provider.

The research, which comprised 4,000 consumers and 400 retailers across the US, UK, France and...

Majority of consumers feel positively about personalised advertising

Adverts and bright signs in Times Square, New York.

58% consumers in the UK and US feel positively about receiving a hyper-personalised online ad.

This is according to research from Iterable, a cross-channel marketing platform, which surveyed 1,500 consumers.

The survey crossed two regions with very different data regulations. The UK, and Europe more broadly, has been proactive on data privacy. The Data Protection Act 2018 brought in the European Union General Data Protection Regulation (otherwise known as GDPR), imposing...

Two-thirds of UK consumers return to brands that treat them as individuals

A crowd of shoppers in a street.

As many as 62% of UK consumers are more likely to buy again from brands which treat them like an individual, rather than the same as any other customer.

This demand for brands to engage with customers as an individual is mirrored across Europe – in Italy (70%), Spain (63%), France (59%) and Germany (55%). 

These are the findings of a study by digital asset management firm, OpenText, which revealed the extent to which the pandemic has changed customers’...

Half of marketers feel their companies fall short on customers’ expectations

A customer being served.

Almost half (48%) of CMOs believe the customer experience their organisations deliver falls below or significantly below their customers’ expectations. 

That’s despite more than three quarters (79%) recognising that delivering a premium customer experience is a powerful competitive advantage.

This is according to new MarTech Alliance and Treasure Data release new research, in which 200 markets in the UK, France and Germany were surveyed.

Stifling...

Acxiom, MullenLowe Profero and Antavo collaborate on next gen customer loyalty programme

Customer loyalty cards.

Acxiom and MullenLowe Profero have extended their global FUSE proposition, announced earlier this year, to bring loyalty services to their clients and the markets they operate in. 

As part of these loyalty services they have partnered with provider Antavo, a specialist in pure-play customer loyalty programme technology. The three companies offer customers and prospects loyalty programme strategy, design and execution services with Antavo providing technology that is directly...

It’s time we finally let marketing, sales and service work together

A close up of an elephant's eye.

It’s time we address the elephant in the room and finally let marketing, sales, and service work together. The industry has been talking about customer experience (CX) for over three decades, yet, and I’m sorry to report this, most of these teams are still working in silos, failing to share customer data in insights with each other and ultimately failing the customer themselves.

Putting the problem into perspective, SugarCRM’s recent research found that half of sales leaders...

Perx launches the ‘world’s first’ lifestyle marketing platform

A customer making a purchase.

Perx Technologies, an SaaS specialist in dynamic, mobile-first customer engagement and loyalty, has launched the Perx Lifestyle Marketing Platform (Perx LMP). 

Traditional static loyalty and rewards programs are no longer working in a rapidly evolving digital economy, according to Perx, which believes they are expensive to maintain and have become a liability affecting the bottom line of brands globally. 

Today’s customers come in many forms and have their...

How MACH can transform the digital customer experience: A guide

There is no doubt that the global Covid-19 pandemic has accelerated digital adoption. For many companies, this move was one they were, understandably, unprepared for. And even for some of those businesses who were already operating online, their technology was either not sufficient enough to adapt at speed, or too general to meet the rapidly changing needs of their customers.

Even post-pandemic, consumer needs are continually evolving, with people shopping on mobile devices, on...

McKinsey analysis: How is UK consumer sentiment changing – and what does it mean for marketers?

Our latest UK Consumer Sentiment Research, reveals that optimism for an economic recovery in the UK has reached its highest recorded level during COVID-19, having almost doubled since November 2020. The majority of vaccinated consumers expect routines to return to normal by the end of 2021 and say finances are already back to normal. As younger consumers receive the vaccine, greater spend and out-of-home activity will likely continue to increase.

Tellingly, UK consumers reported...