All Customer experience articles
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NewsH&M u-turn on charging customers to return online purchases in-store
H&M has said it will not charge a returns fee for shoppers who return online purchases in-store.
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Retail VoiceDear marketer, don’t shoot an arrow in the dark
The lack of relevant focus and in-depth data around consumer food habits and preferences is costing retailers and brands in the F&B sector unparalleled lost opportunities each year. Vinhood looks at how to collect the right data points
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AnalysisStrategy spotlight: Five ways Lush is building its brand identity to accelerate future growth
With an overriding ethos focused on “leaving the world Lusher than we found it”, the Retail Week analyst team explores five ways Lush is strengthening its brand identity to drive future growth
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NewsH&M becomes latest retailer to charge for online returns
Fashion giant H&M has become the latest retailer to introduce a fee for customers returning parcels ordered online.
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Retail VoiceThe next retail battleground: seeking ‘share of life’ over ‘share of wallet’
Creating the best customer experience is essential to building profitability and loyalty. So what should ecommerce and multichannel retailers do when there appears to be a tension between giving the customer what they want and doing what is best for profit? nShift’s Lars Dige Pedersen explores.
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GalleryFirst look at Footasylum’s ‘most technologically advanced store yet’
Footasylum has opened the doors to its new store in Lakeside Shopping Centre, Essex, showcasing a “first-of-its-kind concept development” for the retailer.
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NewsBoots extends Price Advantage scheme in new value campaign
Boots has launched new price-lowering campaign ‘best for less’ on more than 2,000 products as part of its support for customers during the cost-of-living crisis.
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AnalysisThe Disruptors: Nine brands transforming the way shoppers pay
The latest instalment of Retail Week’s Disruptors series showcases the companies making waves in the payments sector.
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AnalysisStrategy spotlight: Five ways Sephora is set to disrupt the UK market
Sephora returned to the UK in March 2023 with its first store after a nearly 15-year hiatus. What has brought the global beauty specialist back for round two and what can other retailers learn from its return?
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NewsNew Look partners with ZigZag to open returns kiosks
New Look has partnered with returns management platform ZigZag Global and will start to roll out return kiosks in a selection of its stores this week.
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AnalysisBoots vs Superdrug: battle of the high street health and beauty heroes
As they continue to innovate both on- and offline and right-size their store estates, both retailers’ financial upward trajectories are expected to gain momentum. But which health and beauty retailer will emerge victorious when we put them head to head?
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AnalysisFrom metaverse beauty tie-ups to rental housing – 18 innovations changing retail
Innovation of the Week is a subscriber-only series highlighting retail initiatives that have caught the eye of our analysts
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NewsDunelm teams up with Airtasker for furniture installation
Dunelm has launched a collaboration with gig-economy services marketplace Airtasker.
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AnalysisInnovation of the Week: Lush pop-ups hit the right note at festivals
Innovation of the Week is a subscriber-only series highlighting retail initiatives that have caught the eye of our analysts.
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AnalysisSky gardens and skateparks: What Oxford Street could look like in the future
In its current state, Oxford Street is dragging its heels in the rank of international retail centres. But what could it look like if it was a gold-medal winner? We tasked creative agency Imagination to come up with a new vision for Oxford Street, in an ideal world with unlimited budget, free from timeframes and not at the mercy of willingness from its stakeholders. Here’s what it came up with
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NewsJohn Lewis extends same-day delivery beyond London
Department store business John Lewis has launched same-day delivery outside of London, following the scheme’s success in the capital.
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AnalysisThe biggest consumer trends of Christmas 2023
How customers will be shopping during the 2023 golden quarter
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NewsHarrods unveils plans for first private members’ club in Shanghai
Luxury department store Harrods has unveiled plans to open its first-ever private members’ club in Shanghai, China, by the end of the year.
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Retail VoiceSix trends retailers should continue watching across the next six months
From spending on experiences to an abundance of payment options, Mastercard examines six of the biggest consumer trends retailers should be focused on for the rest of the year
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AnalysisStrategy spotlight: Five ways Zara owner Inditex can remain on top
Inditex saw group profits surge in its latest quarter, with pre-tax profit margins rising from 14.7% to 19.8% and group EBITDA jumping 14% to €2.2bn (£1.89bn) for the three months to April 30, 2023 (2023/24)