Customer Experience

Home/Customer Experience

Supercharging Growth in the Vitamins, Minerals and Supplements Market

By |September 12th, 2019|Customer Experience, Omnichannel, Technology|

According to a recent report from Grant Thornton identifying the latest trends to emerge from the growing Vitamins, Minerals and Supplements (VMS) Market, there is significant opportunity for businesses to focus on the purchase journey and personalisation to take full advantage of this shift in mainstream consumer behavior.

Seal the Deal – Where Should Telcos be Putting Most Emphasis to Increase Sales?

By |March 18th, 2019|Customer Experience, Telco|

In a recent research study by Conversity, ‘Supercharging personalisation: behaviour and attitudes in telco buying decisions’ questions were asked about the emphasis customers put on various touch points of the customer journey. What would make them more likely to buy? Was there such thing as too much information? In a world where customers are notoriously able to glean information they want for themselves, was there such thing as too much human interaction when making a purchase decision? Here’s what they had to say…

Complex Purchases – Why Retailers Must be Quick and Slick. A Retailer Guide to Helping Shoppers Find the Right Products

By |November 1st, 2018|Conversity News, Customer Experience|

Make it easy for shoppers to discover the information they seek, and then lead them to the answers. Fail? They’ll leave. Our latest research study shows that when it comes to complex purchase decisions (purchases of goods and services that consumers don’t normally make every day of the week) it’s about the journey, not just the destination.

The Synergistic Benefits of ‘Leisure Shopping’ and Why Brands Must Take Responsibility for Enriching the Shopping Experience

By |July 2nd, 2018|brand experience, Customer Experience|

As online shopping becomes an increasingly dominant force in the retail world, many shopping centres are introducing ‘trip motivations’ to their environments – adding leisure activities and entertainment – such as crazy golf and escape rooms – in a bid to encourage consumer spending by driving footfall and providing them with a richer, all-round experience. Here's how...

Mind the Gap – The Power of Productivity – Part Two of Three

By |March 13th, 2018|Customer Experience, Retail|

Productivity, and the maintenance thereof is something retailers need to think long and hard about if they intend to thrive through this turbulent time. The choice is simple, continue to live precariously amongst these gaps in consumer confidence and productivity, or take matters into their own hands and make a positive change for the better?

How can retailers tackle this issue? Conversity does the research...

Fickle Fans. The rise of the 5-star differentiator and exceptional personalisation.

By |October 18th, 2017|Conversity News, Customer Experience, Retail, Telco|

Trend #four of our collaborative Conversity and Sarah Cameron retail and telco whitepaper looks at the rise of the 5-star differentiator and exceptional personalisation. We covet brands and businesses getting it right, and highlight where your time and effort should be focused if you’re going to stay ahead of the competition in 2018. If you haven’t read it, you should. And fast.

The Big Easy – The psychology of shopping & why ease is the new competitive advantage The future of retail, telco and brands 2018

By |October 17th, 2017|Conversity News, Customer Experience|

In the 3rd trend from our whitepaper, ‘Retail & Telco – the Big Five’, we talk the power of ease. And, it’s probably one of our favourites from the five trends we identified with the retail consultant, Sarah Cameron. Why? Because now, it’s neither price nor product that will get you ahead, it’s how simple you can make your service for customers to use.

Let’s get physical. Oh, and digital. The future of retail, telco and brands 2018

By |July 25th, 2017|Customer Experience, Omnichannel, Retail, Telco|

After becoming thoroughly tired of reading article after article of rehashed content and predictions, Conversity recently published a white paper on the future of retail, brands and telco. A collaboration with the retail consultant, Sarah Cameron, the paper is a concise guide for retail & telco professionals – identifying the five big ideas, trends and predictions in 2018. In this first blog, we look at trend one, where the physical and digital merge for the increasingly intolerant customer.

White Paper: How can Telecoms Plug the Sales Order Leakage Gap?

By |August 22nd, 2016|Conversity News, Customer Experience, Telco|

Sales order leakage is a common complaint within the telecommunications industry. Conversity works closely with numerous international telecoms companies and has created a white paper that seeks to highlight the major pain points in a typical telecommunications consumer environment, combining an analysis of insights and trends from operators and looking at how to plug the [...]

Operating at the Speed of Technology, Your Competitors & Your Customers

By |May 27th, 2016|Customer Experience, Customer Service, Retail, Telco|

It is fair to say almost every industry has either already gone through or will go through a period of accelerated digital transformation in order to find their place in the new world but what triggers the need to embrace digital in your business? We believe it comes down to three things: 1) technology, 2) [...]

From the Pavement to the Purchase; How Retail Technology is Defining the Shopping Experience of the Future

By |April 29th, 2016|Customer Experience, Omnichannel, Retail|

The retail world is changing every day. The rise of customer facing technology and digital developments in-store has transformed the aisles and checkouts of our favourite stores whilst the ‘browse and buy’ culture of the internet continues to disrupt purchase patterns. The retail environment is in a state of constant flux and it doesn’t seem [...]

Omnichannel Futures, Not Just a Flash in the Proverbial Business Pan

By |March 31st, 2016|Customer Experience, Omnichannel, Retail, Telco|

HOW RETAILERS ARE USING OMNICHANNEL THINKING TO IMPROVE CUSTOMER EXPERIENCES. Omnichannel is a becoming a real retail obsession. It’s on the mouths of managers, the headlines of industry media and being demanded by customers (even if they don’t realise it’s omnichannel they are demanding). Don’t be fooled into thinking this buzzword is just hype though. [...]

Love on the Line. How Telco Should Focus on Relationships to Change the Game

By |March 3rd, 2016|Customer Experience, Customer Service, Telco|

The Telco industry has been connecting people from day one. But the advent of technology, the shift in consumer behaviour and the ever-changing rules of engagement are all causing challenges never seen before in Telco. At Conversity, we’re big believers that the solutions to these challenges lie in forging authentic and well-founded relationships across every [...]

Buyers and Brands Together; How Connectivity and Collaboration will Form the Store of the Future

By |February 25th, 2016|Customer Experience, Customer Service|

In recent blog posts, we’ve looked at how digital disruption is impacting the way both retailers sell and customers shop in bricks n’ mortar retail stores. It’s disruption driven by technology. Specifically, how devices have changed the browsing and buying behaviour of audiences as well as how brands can better serve customers thanks to increased connectivity and data.

Today we’re going to look at two key areas of future retailing; connectivity and collaboration.

Show and Tell; Showrooming is both a Threat & Opportunity for Retailers

By |February 16th, 2016|brand experience, Customer Experience, Customer Service, Omnichannel, Retail|

In a recent blog we reported on the top five digital disruptions that physical bricks and mortar stores face in the modern retail world. Number one was showrooming - the practice of browsing and comparing prices online whilst perusing the shelves of a store - and, as we warned then, it is happening in your [...]