By: Nicola Millard, Customer Experience Futurologist BT
The internet is a wonderful thing. It has given us access to shoes from Spain, shelves from Sweden and scarves from Sri Lanka. It has made stock availability, pricing and reviews transparent. It has turned us into savvy shopper swots on a quest for a bargain — and it has made us inherently disloyal, with 50 per cent of UK consumers saying that loyalty is a thing of the past. And that’s before we’ve even left the sofa!
One thing is clear. Online brands have set the bar for customer expectations of physical shopping as well as virtual shopping. Our research has shown that 78 per cent of customers expect the same level of service from traditional high street brands as their younger online cousins. [Read more...]