Close

Choose a country

United KingdomEnglish
South AfricaEnglish
IndiaEnglish
InternationalEnglish

UK retailers disappointing customers with a disconnected experience

Blog
14th June 2017

expéclient

New research in the UK suggests that retailers are not getting omni-channel right and this could be a particular problem for retailers focusing on a premium customer experience. The Connected Consumer Report from Opinium Research questioned 2,006 british adult consumers in March 2017. 53% said that they believe most retailers offer a disconnected shopping experience. Even more concerning is that 61% said that they would consider changing to an alternative retailer because of this experience.

Some of the results of this research show just how far retail customer expectations have changed in the past couple of years:

These are interesting numbers and to my mind they demonstrate that customers already understand what omni-channel means even if they are not using the term. Customers expect apps, websites and stores to be connected. If you have one brand, then all your various outlets and communication channels should be connected. That’s what the customer expects and they are becoming disappointed when this does not happen.

What is disconcerting for retailers that have struggled to develop a strong omni-channel offer is that almost two-thirds of customers said that a disconnected and difficult retail experience is all it takes for the customer to shop elsewhere.

That is the real concern here. Customers understand how retailers should work today. They can see some retailers offering a premium service and yet they now expect an interconnected experience to be normal – premium services come on top of getting the online and offline experience working together. I’d love to hear what you think of this research. Leave a comment below and let me know, or get in touch on LinkedIn.


Leave a Reply

Your email address will not be published.Required fields are marked *


Helen Murray
Article by: Helen Murray

News & Insights

Recommended for you
Solution Designer
Service Provider
Technology Enabler
News
Regardless of age, consumers want a fast response and value data security

A clear preference for speed in customer service across the board The most important aspect of customer service for companies to prioritise is protecting consumer data (53%) Nearly two-thirds would pay more for a company’s product or service if a company deals with issues and queries quickly and effectively, even more than if a brand is involved in the community (44%) or has values...

News
Employees agree on the advantages of a cross age-group workforce

New YouGov research shows broad support for multi-generational and flexible working and fast resolution for customer service issues. 60% of British employees value the sharing of different view-points among a multi-gen workforce 76% support casual dress, working from home (76%) and flexible...

Blog
Whitepaper launch: Generations – Cohort views on CX and the workplace

Webhelp’s latest Disruptor Series Whitepaper, which highlights the impact of generational influences on CX. For the launch, Gillian Campbell, Chief People Officer UK Region & Director Global Engagement, takes a look at employee issues and how they will affect the workforce moving...

Whitepaper
Generation: Cohort views on CX and the workplace

What changes do employers need to make to engage with an increasingly multi-generational workforce? How well do brands understand their customer demographics? Are their CX strategies being tailored to reflect differences in generational attitudes and behaviours? The Webhelp Disruptor Series...

Case Studies
[Fashion] Fifty Jeans – Launch your brand without cashflow problems!

...

Load more
×

Webhelp Cookies Preference Centre

Strictly Necessary Cookies
The website requires the use of cookies for essential functional requirements and these are outlined in the cookies policy.

Enhanced Functional Cookies
Some features of this website use services provided by third parties websites. These features use cookies to implement their services on this website and may collect data about your visit to help them optimize their functionality. The Webhelp cookies policy outlines the cookies used by these services.

We have links to social networking such as Twitter, Facebook and LinkedIn.
These websites are third party sites. We do not place cookies on their behalf, and do not have control over the way they collect or use your data.
We encourage you to read more about their policies:
Twitter
LinkedIn
Facebook