All Customer experience articles
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Retail VoiceThe 3% rule that will transform your customer experience
Identifying small but numerous enhancements to your customer experience could help you dominate your market
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Retail Voice
How to measure satisfaction in the new retail age
Customer satisfaction is key to retaining loyalty and driving revenue, but even in the digital age it’s hard to get a handle on feedback
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Retail Voice
Principles of persuasion to tap into e-consumer psychology
Four key psychological principles that should be applied to ecommerce marketing to ensure high conversion rates
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Retail Voice
What does experience really mean?
Brand and retail consultancy Fitch’s Morgan Holt explains how to break down the concept of ’experience’ into something more usable
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News
Selfridges sales boosted by in-store experiences
Luxury department store Selfridges’ full-year sales were boosted by a host of experiential elements to lure customers in.
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Opinion
Michael Poynor: Retailers must sing from customers’ new hymn sheet
I’ve been retained as a regular columnist by Retail Week for 25 years, half my career. Following my 50th work anniversary this week, my columns will become more ad hoc. This is not my swan song; my golden milestone is but a staging post on a retail journey that’s far ...
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Retail Voice
Every brand has a ‘Reputation Score’ – what’s yours?
Reputation.com’s Anthony Gaskell explains why keeping track of your online position – and that of your competition – is more important than ever in the feedback economy
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News
Zalando ‘boosts green credentials’ with sustainability initiative
Zalando is aiming to do more on sustainability issues by launching a feature on its website that will only suggest items from sustainable retailers.
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News
Rent the Runway CTO on why it shuns fit technology ‘gimmicks’
Rent the Runway’s tech boss has insisted the business will not use “gimmick” technology in a bid to help customers select the right-sized garments online.
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Analysis
Analysis: Five ways to re-engineer the future of retail
Day one on the Retail Re-Engineered stage at Tech. featured a host of inspiring speakers, from Adidas’ vice president of global sales to Farfetch head of supply chain products Tatiana Lopes, and representatives from our sponsors Accenture, Isobar and Sorted. From our five sessions, here are our five key takeaways. ...
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Video
JD.com's vice president on how it is creating ‘boundary-less retail’
JD.com vice president and general manager of JD Retail Solutions Chenkai Ling explains how the Chinese ecommerce giant is redefining itself as a technology and service enterprise, and how management got a wake-up call to put consumers first, not numbers.
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News
Sainsbury’s ‘revolutionises’ Nectar loyalty scheme by going digital
Sainsbury’s chief digital officer Clodagh Moriarty has revealed that its Nectar loyalty scheme has become fully digital today.
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Opinion
Opinion: Thomas Cook is a victim of demand for personalisation
It is often written that younger consumers value experiences more than actual products. A lot that is written about ‘millennials’ is often lazy stereotyping, but there is something about their desire for experiences that rings true.
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Data
Videos influence 48% of millennials to purchase
With today’s consumers expecting video as standard from their online shopping journeys, Retail Week’s Video Oscars guide reveals the real ROI of video marketing.
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Analysis
Data: Thomas Cook collapse – what it means for high streets
The liquidation of Thomas Cook is a disaster for 150,000 holidaymakers and the travel agent’s 22,000 staff, including 9,000 in the UK.
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Photo gallery
In pictures: Topshop launches immersive sensory experience
As high street retailers continue to struggle with decreasing footfall, Topshop has launched an immersive experience to encourage customers to do more than just stop to look at its window displays.
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Opinion
Opinion: Next gets that the future of ecommerce is stores
To be relevant in retail today, you have to acknowledge that stores are no longer purely about selling.
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Photo gallery
In pictures: Oxfam opens first ‘superstore’
Oxfam has opened its first superstore in Oxford – the same location where the original Oxfam shop opened its doors over 70 years ago in 1948.
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Retail Voice
Why soft skills are the future of the frontline retail workforce
Continuing on from lessons learned at Retail Week Live, Freeformers maintains the importance of the human element of the future of retail
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News
H&M launches music partnership to reward ‘loyal fans’
H M has launched a music partnership to help boost the profile of independent musicians while rewarding its loyal customers with exclusive events.
