{$inpagemarkup}

Search News

Results: 1-10 of 623


Barber shop proves it's a cut above the rest picking up coveted British retailers award

2 Sep 2025

A barber's shop in Northern Ireland has proved that it's a cut above the rest by picking up the inaugural Love Your High Street Award 2025, following a public vote that attracted over 2,230... Read more…

Independent retailers face Fresh challenges as UK inflation climbs to 3.8%

20 Aug 2025

ACT parent company Bira has expressed serious concern following today's announcement that UK inflation rose to 3.8% in July, higher than the expected 3.7% and marking the tenth consecutive month... Read more…

Bike industry continues to face challenges as profits and forecasts falter at Giant, Canyon and Shim

14 Aug 2025

The global bike industry remains under pressure as Shimano, Giant and Canyon all report weaker profits and subdued outlooks for 2025.
Read more…

ACT to join industry leaders at brand new cycling trade event this September

13 Aug 2025

The ACT is set to be in attendance at the inaugural Cycling Industry News Live (CIN Live) trade show, which is set to bring together industry-wide education, market insight and product showcases... Read more…

Independent retail crisis deepens as nearly half see sales plummet compared to last year

12 Aug 2025

Britain's high street crisis has deepened dramatically with nearly half of independent retailers, including many in the independent cycling retail sector, reporting sales have crashed compared... Read more…

Independent retailers slam £5.9bn "de minimis" import loophole as Government delays action

11 Aug 2025

ACT parent company Bira has condemned the Government's inaction over the "de minimis" import loophole following a Sky News investigation revealing £5.9 billion worth of cheap imports... Read more…

Criminals undermining legitimate retailers as trading standards collapse

7 Aug 2025

Bira has warned that criminals are undermining legitimate retailers as trading standards services collapse, following a new Which? investigation.
Read more…

ACT welcomes Government's new product safety laws

23 Jul 2025

A leading cycle traders association has backed the government's move to protect consumers from dangerous products sold through online marketplaces, following Royal Assent of the Product... Read more…

Small Business Strategy Inquiry 2025 - ACT and Bira call for members to share their voice

20 Jun 2025

The House of Commons Business and Trade Committee has asked the ACT, and its parent company Bira, to help them reach out to small business retailers across the country, for their quick input on... Read more…

Beyond the discount: Restoring integrity to the cycle supply chain

18 Jun 2025

The Association of Cycle Traders believes the time has come for greater accountability throughout our supply chain, writes ACT Director Jonathan Harrison in an article published for BikeBiz.
Read more…

Back to news menu

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.

Back to news menu

Useful links

If you have any other queries please contact us.