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Independent retailers report worsening retail crime crisis as confidence in police response

17 Oct 2025

A shocking 83% of independent retailers say theft has worsened over the past year, whilst the vast majority of crimes now go unreported due to lack of police response, according to ACT parent... Read more…

ACT member gains coverage in local media thanks to focus on maintaining independent cycling retail presence

14 Oct 2025

ACT member Cyclo Monster has been recognised by local media for its commitment to keeping Derby’s cycling scene independent, community-focused and thriving.
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Experts share how to make your bike last longer – and why regular care pays off

10 Oct 2025

Cycling experts have shared their top tips in a new Guardian feature revealing how simple maintenance habits can extend the life of a bike and save riders from costly repairs.
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ACT parent company Bira welcomes £5bn Pride in Place programme

29 Sep 2025

Bira has welcomed the Government's announcement of a £5 billion Pride in Place programme, saying it will provide the kind of support high street businesses need to thrive.
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Scottish bike shop to celebrate 20-year anniversary with prize draw and instore event

24 Sep 2025

An independent Scottish cycling retailer is celebrating 20 years in business this month with a prize draw and ‘celebratory cupcakes’ during an event at the shop.
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Cycling Scotland emphasises difference between legal and illegal e-bikes and praises work of E-Bike Positive campaign

18 Sep 2025

Cycling Scotland has highlighted the crucial distinction between legal and illegal e-bikes, warning that confusion risks undermining public trust in a technology that is helping thousands switch... Read more…

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.
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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…

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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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