Customer behaviour

Nine in ten organisations see self-service as the future for their customers

A new survey has shown that 88% of companies believe ‘self-service’ will be the fastest growing channel in customer service by 2021. The State of Native Customer Experience Report details the opinions of senior executives surveyed at global companies (including several Fortune 500 organizations), regarding their worldwide multilingual customer support operations across the technology, retail, […]

Waitrose starts ‘bring your own containers’ trial

Waitrose is starting a trial aimed at reducing packaging by removing plastic from flowers and plants and offering more loose fruit and vegetables. Customers will be able to use their own containers to buy and refill produce such as pasta, rice and cereals. The supermarket chain, part of John Lewis & Partners, also says it […]

Amazon to open 10 pop-up shops in UK town centres

First it battered Britain’s high street retailers with its convenience, low prices and huge range of products. Now the online shopping giant Amazon is moving in on their turf, with a chain of pop-up shops selling everything from food and drink to electronics, beauty products and homewares. The first Clicks and Mortar shop will open in St […]

Tamagotchi returns in wave of 1990s nostalgia toy joy

Back when he was at school in the 1990s, Josiah Chua says “everyone” had a Tamagotchi. The 31-year-old remembers how the playground buzzed with kids addicted to their digital pets. “I don’t think we were allowed to take it to school. We tried to sneak them in our school bags,” the Singapore-based fashion stylist says. […]

Uber posts $1bn loss weeks after disappointing stock market flotation

Uber has posted a $1bn (£790m) loss as the ride-hailing firm delivered its first figures since a disappointing flotation earlier this month. The quarterly loss came despite a 20% rise in revenues to $3.1bn and increase in monthly active users to 93 million. The results were in line with many analysts’ forecasts and may provide […]

Real Madrid leapfrog Manchester United to be most valuable club in Europe says KPMG

Real Madrid has overtaken Manchester United and been named most valuable European football club, being worth about €3.22bn (£2.91bn), says KPMG. The Spanish club tops KPMG’s study of top sides’ ‘enterprise value’. The report, based on the 2016-17 and 2017-18 seasons, studied profitability, broadcasting rights, popularity, sporting potential and stadium value. Champions League finalists Liverpool […]

Boots review puts 200 stores at risk

More than 200 Boots stores across the UK could be closed by its American owners Walgreens Boots Alliance (WBA) in a bid to cut costs. The shops – which are in areas where Boots has more than one store – are under review for possible closure. It is understood the review will take place over […]

Urban Outfitters to rent out clothing for customers

The sharing economy is now making its way into the fashion industry as Urban Outfitters looks to rent clothes to younger fashionistas. The retailer is launching an online subscription service allowing people to borrow six items to wear for a month before swapping them. The firm says that in terms of clothing, millennials in particular […]

Jamie Oliver restaurant chains collapse into administration

Celebrity chef Jamie Oliver has said he is ‘saddened’ after his restaurant group went into administration, putting up to 1,300 jobs at risk. The group, which includes the Jamie’s Italian chain, Barbecoa and Fifteen, has appointed KPMG as administrators. In total, 25 restaurants are affected by the move, 23 of which are from the Jamie’s […]