All Customer experience articles
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Analysis
Hyper-personalisation: Retail’s new battleground
This deep dive is the second in our new ‘Consumer 2025 – from acquisition to advocacy’ series.
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Analysis
Revealed: Winning strategies for Christmas customer engagement
There’s no better time to elevate your retail offering than Christmas. Here we explore the key innovations and trends set to drive festive spending in 2024 – and how you can get in on the action
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Retail Voice
Mid-year retail review: Analysing 2024 trends
As we reach the midpoint of the trading year, Board’s Matt Hopkins asks Better Decisions Group’s Tom Owen to evaluate how a trio of predictions are manifesting across their customers’ experiences and engagements.
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News
Currys is ramping up store investment across the UK
Currys is making further investments in its store portfolio to reach a total of 115 stores across the UK, improving on the 65 mid-sized stores originally planned for an upgrade.
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Retail Voice
Staying ahead of the payment curve: using customer data to drive growth
Creating long-lasting loyalty as well as giving shoppers a seamless experience is the holy grail for any business. Lloyds Bank’s Ajit Ramachandran takes a look at how retailers can use customer data to stay one step ahead of competitors
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Gallery
Elemis opens first standalone UK store in ‘perfect home’
British skincare brand Elemis has opened doors to its first standalone store in the heart of the capital in Covent Garden.
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Opinion
‘I’ve been banned from PrettyLittleThing and I won’t be going back’
When an email from PrettyLittleThing popped into my inbox, I thought I was in for a treat. How wrong I was.
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Innovation of the Week
Moonpig develops AI tools to keep customers coming back
Innovation of the Week is a subscriber-only series highlighting retail initiatives that have caught the eye of our team.
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News
Exclusive: Matches accused of ‘scamming’ shoppers
Matches has received a flurry of poor feedback and been accused of “scamming” shoppers since it was put into administration by Frasers Group earlier this year, according to data shared with Retail Week by TrustPilot.
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Interview
Tailoring platform Re-Style founder on creating the ‘next shopping revolution’
As shoppers continue to battle with ill-fitting clothes and retailers struggle to bring down returns, founder and chief executive Harriet Scriven talks to Retail Week about her business Re-Style that offers a more sustainable and bespoke solution in the form of tailoring
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Data
What shoppers really think of retailers’ return policies
As fashion pureplays Oh Polly and PrettyLittleThing revise their returns policies, Retail Week’s latest research report asks 1,000 UK online shoppers for their views on returns
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Retail Voice
Seizing the AI opportunity in retail
With AI now permeating every part of the industry, Spencer Stuart’s Veena Marr examines how retailers can decode untapped opportunities to unwrap a deeper potential
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Analysis
The path to purchase: key trends defining the consumer shopping journey
This deep dive is the first in our new ’Consumer 2025 – from acquisition to advocacy’ series.
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News
Exclusive: Sainsbury’s to offer Klarna on general merchandise and clothing
Supermarket giant Sainsbury’s has become the latest retailer to offer buy now, pay later across its general merchandise and clothing brands through a new partnership with Klarna, Retail Week can reveal.
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Retail Voice
Revealed: The three Cs consumers want from their deliveries
Retailers spend huge sums on attracting new customers and trying to hold on to the ones they’ve got. But as online shopping’s popularily continues, nShift’s Mattias Gredenhag examines how retailers can stand out from the ever-growing crowd
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Retail Voice
Customer reviews reveal how to be a five-star retailer
A simple omnichannel experience is key in today’s retail world if you are to get flawless feedback from shoppers. HomeByMe’s Daniel O’Meara lets you in on the secrets of securing a five-star review
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News
Abandoned online baskets are costing retailers billions in sales
Customers who are abandoning online shopping baskets at the checkout are costing retailers billions of pounds worth of potential sales.
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Analysis
Live shopping: When should retailers brave its murky waters?
Despite being one of the most promising new commerce channels, livestream shopping has had a lukewarm reception from established retailers in the UK. Retail Week explores whether the phenomenon will take off here and how retailers can tell if it’s the right time to get involved
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News
M&S forced to apologise after website and app go down
Marks & Spencer has become the latest retailer to apologise to customers after its website and app both went down at the weekend.
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News
Currys set to revamp stores to improve customer experience
Electricals giant Currys is preparing to transform some of its stores to create an improved customer experience.