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Enjoy Summer Safely and #ShopLocal this week

11 Aug 2020

The Government has begun Shop Local Week, seven days of concentrated activity encouraging shoppers to return to their local high street and shop safely.
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Buy Now Pay Later providers cause concern across UK as debt rises

6 Aug 2020

Increased scrutiny is being placed upon the UK's growing use of Buy Now Pay Later services
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ActSmart raises hundreds of pounds for the National Emergencies Trust

5 Aug 2020

The free ActSmart subscription offer was taken up by a large number of businesses across the UK, helping to raise hundreds of pounds for a great cause
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Customer experience placed at the height of importance by brands post-lockdown

5 Aug 2020

The brands currently bossing customer experience and the six key pillars to drive your business in the right direction

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Local Bike Shop Day the perfect time to target Back To Work & Back To School cyclists

5 Aug 2020

Organisers say Local Bike Shop Day provides a perfect vehicle for cycle shops to encourage local residents to resurrect their own as well as their children's bikes, or upgrade or buy new if... Read more…

Fix Your Bike Voucher Scheme now available to customers

28 Jul 2020

The first batch of bike repair vouchers worth £50 have been released to the public in a pilot scheme to encourage thousands of people get back into cycling
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Indie Retail and partners offer free job advertisement to retail sector

28 Jul 2020

To help with recruitment in the retail sector during these extremely challenging times, Indie Retail are offering free job listings across anarray of platforms in a bid to unite employers... Read more…

Last chance to sign up for the ACT free bronze subscription

27 Jul 2020

This is the last week to sign up for the ACT's charity appeal bronze subscription raising money for the National Emergencies Trust (NET)!
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#BikeIsBest launches public petition to support cycling infrastructure

23 Jul 2020

#BikeIsBest is calling on the UK public to sign and share thepetition, make your voice heard and help to show local authorities there's significant unmet demand for safe cycling... Read more…

HM Treasury fundamental review of business rates: call for evidence

21 Jul 2020

This call for evidence seeks views on how the business rates system currently works, issues to be addressed, ideas for change and a number of alternative taxes.
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Customer experience placed at the height of importance by brands post-lockdown

Posted on in Business News, Cycles News

escalatorsThere is no question that the lockdown will change the way that consumers shop in the long-term. Research suggests that customers now place a higher value on customer service than they did before COVID-19, but that they still may feel uncomfortable physically visiting many shops for a long-time as of yet.

While we have seen a great shift towards online shopping over the last few months, it is now time to start really encouraging customers to walk through our high-street doors once again.

According to Retail Times, the extent of the restrictions surrounding COVID-19 mean that it is not just front-line retail workers that need to focus on the customer experience. Businesses across all sectors are being forced to look for new ways to engage and support their clients and customers in the absence of normal activity.

This new emphasis placed on customer service means that brands will need to adapt accordingly. As experts at the KPMG Nunwood Excellence Centre put it: "We are entering an ‘integrity economy', one where the ethics of an organisation are as important as its products and services." 

KPMG's international think tank undertook research to identify the top 50 brands that are currently bossing customer experience since the COVID-19 lockdown. 23 of the top 50 brands in its Customer Experience Excellence ranking for 2020 are retailers.

TV shopping channel QVC led the way, finishing second in the ranking behind internet bank First Direct, which retained their top spot from 2018.

John Lewis & Partners rose up the list to fourth, one place ahead of Lush, while Lakeland and Marks & Spencer also made the top 10.

The KPMG Nunwood Excellence Centre suggests there are now six key pillars to driving the customer experience: integrity; resolution and innovation; expectations; time and effort; personalisation; and empathy. The Centre goes on to define each pillar and provide 'Golden Rules' that any business aiming for outstanding customer relationships must go by.

This new post-lockdown era will mean many businesses having to rethink their business models and adapt to shoppers current wants and needs. Read more about the KPMG's six key pillars and how you can learn from 2020's top Customer Experience brands to recover from a pandemic and come back stronger than ever.

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