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Download the Indie Retail face covering poster to inform customers and staff of the new law

25 Sep 2020

It is now compulsory for all retail workers in England to wear face masks from today, Indie Retail has created a Face Covering Poster for shops to display outside to inform customers and... Read more…

Join BIra, Google and Pointy for a live webinar on bringing your business presence online

24 Sep 2020

4 out of 5 consumers use Google search engines to find information like store address, hours, and directions. But will they find yours? Read more…

Download and display QR codes for the NHS Covid-19 contact tracing app launched today

24 Sep 2020

The NHS Covid-19 contact tracing app is due to be launched on 24 September in England and Wales. To use the contact tracing app businesses will need to download and display QR codes.
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Maybe* shows businesses how to be more 'Gymshark' on social media

23 Sep 2020

In the latest demonstration of their insight tool Maybe* are showing businesses how to replicate Gymshark's successful tactics to improve results and increase ROI.
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How Maybe* are helping Local Authorities and Bids upskill their businesses in social media

16 Sep 2020

Maybe*'s latest video on helping Local Authorities and Bids to upskill their businesses in social media so that they have the tools they need to engage online and drive sales in the lead up... Read more…

Local Bike Shop Day 2020 celebrated by record number of shoppers across the nation

15 Sep 2020

Local Bike Shop Day's postponed date of 5th September was the perfect time to celebrate the recent upturn in cycling and draw attention to allthat local bike shops have done for us... Read more…

Government launches Bounce-back plans for consumer and retail industry

10 Sep 2020

A ‘bounce-back' plan of trade measures for the consumer and retail industry has been announced to help support businesses impacted by Coronavirus.
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Advertise your jobs with Indie Retail for FREE

8 Sep 2020

For a limited time only we are giving all retailers free access to the full range of Indie Retail job boards!
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Get Involved with Thinking of You Week taking place 21st-27th September

8 Sep 2020

Thinking of You Week has been celebrated every September for the last 7 years. This year it is 21st-27th September 2020; and there has never been a more appropriate year to send a card, to keep... Read more…

Crown Commercial Service asks SME's to complete Engagement Survey

2 Sep 2020

The 20 question Survey concentrates on market access, registration and PPQ/SQ submission
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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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