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Customer Archives

Consumer complaints up 20 per cent in FY19

The Commerce Commission has released new information about consumer complaints.

The limbic system, the cognitive mind and the user illusion that misleads

This misconception about consumers is still rampant in retail.

How women’s life-long experiences of being judged by their appearance affect how they feel in open-plan offices

It is not just face-to-face communication that becomes worse in open-plan offices.
Fashion & accessories

The Iconic, Accent Group discuss what’s next in customer obsession

Retail leaders discuss how to get ahead of customer expectations.

Where ‘woke’ came from

And why marketers should think twice before jumping on the bandwagon.

Domestic online spending strengthens

Rise in spending on local sites helps boost total online retail sales.

How to cut through the kaleidoscopic customer journey

Three tips for building a community in the age of social media.

The new golden rule for retailers

Experience is the new currency of 21st-century retail. Here are the four main types.
Photo of Costco signage in store

Costco takes Amazon’s US customer service crown

Wholesale retailer leads e-commerce and department stores for customer service.

The decoy effect: how you are influenced to choose without really knowing it

How the decoy effect influences consumer purchase decisions.

Most websites fail to put the customer first, study finds

Most websites are simply digital "brochures", study finds.

Why retail basics are the key to a great customer experience

Why being a great retailer is fundamental to the customer experience.

McCafé tops NZ coffee shop customer satisfaction survey

McCafé named Roy Morgan's New Zealand Coffee Shop of the Month for September.

Large format retailers falling behind in customer satisfaction

Smaller retailers are more likely to be viewed as experts, report finds.

2019 Retailer Award finalists announced

Winners to be announced on February 28 during Retail Week 2019.

Focus on customer experience driving hiring trends

Tech, transformation, digital marketing professionals in demand.

Retailers that meet the demands of irrational, emotional customers will survive

Learning from Domino's, Woolworths and 7-Eleven.

Cotton On invests in customer experience

Fast fashion retailer invests in platform to improve in-store customer experience.

When was the last time you measured your customer service?

Why are retailers focused on 'experience' when they can't get basic customer care right?