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Results: 1-10 of 1981

25 Sep 2020

It is now compulsory for all retail workers in England to wear face masks from today, the ACT has created a Face Covering Poster for shops to display outside to inform customers and staff of the...

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?

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.

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.

20 Sep 2020

The ACT's new infographic that helps you to know what to look out for when choosing the right finance provider

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...

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...

15 Sep 2020

Read which lucky bike shops and customers were chosen to receive Local Bike Shop Day prizes

14 Sep 2020

The Government has launched a consultation on changes to benefit active travel by introducing the notion of a hierarchy of road users into the Highway Code. This webinar brings together the...

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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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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