All Customer experience articles
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ArticleData: Less than a third of shoppers prepared to head back to stores
More than half of UK shoppers would rather buy online than go into a store, according to Retail Week’s new report Dynamic Supply Chains .
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News
Dixons Carphone ShopLive paves way for 24-hour shopping
Dixons Carphone has revealed plans to ramp up its ShopLive innovation to include extended operating hours, bookable appointments and livestream shopping.
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News
Waitrose launches tie-up with Deliveroo as it embarks on future without Ocado
Waitrose has announced a partnership with Deliveroo as it prepares its ecommerce arm for life without Ocado.
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Opinion
‘Online shops mimicking physical stores are new danger for bricks and mortar’
‘Stay home, protect the NHS, save lives’. Whatever your view on the outcome of the strategy that saw most of the population confined to barracks, the result for physical retailers has been calamitous.
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Photo gallery
Store gallery: WHSmith’s new ‘blended essentials’ Heathrow store
WHSmith’s latest travel retail concept, launched in Heathrow airport’s Terminal 2, features a mix of health and beauty, gifts, books and snacks to create a travel one-stop-shop.
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Analysis
The Big Question: Should John Lewis scrap its ‘never knowingly undersold’ pledge?
Since it was introduced in 1925, John Lewis’ ‘never knowingly undersold’ pledge has become a UK retail institution, but new boss Dame Sharon White has hinted it is likely to be scrapped under her new strategy. Industry experts offer their thoughts on whether the retailer should ditch the famous ...
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News
John Lewis launches retail partnership with US fitness brand Peloton
Department store chain John Lewis has launched a concession partnership with US-based fitness brand Peloton in nine of its stores.
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Opinion
‘After restaurants’ beanfeast, it’s time to launch Shop Out to Help Out’
Rishi Sunak’s Eat Out to Help Out scheme has been a huge success, for which the chancellor deserves credit. Retailers should find ways to replicate it.
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News
St Albans stores trial contactless window shopping
St Albans in Hertfordshire has brought contactless technology into its shop windows to help boost the economy while keeping shoppers safe.
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Analysis
How Nike, Unilever and Gymshark are building DTC empires – and the retail fightback
Already a huge growth area in retail, direct-to-consumer (DTC) sales were sent into overdrive over the past few months when stores were forced to close around the world.
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Photo gallery
Store gallery: Burberry and Tencent unveil social media-powered concept store
Burberry and Chinese technology giant Tencent have collaborated on a new concept store in China, which has been dubbed a ‘social retail’ experience.
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Analysis
Analysis: Will mandatory face masks muzzle retail’s recovery?
Last Friday the government made face coverings mandatory for the public in all retail stores. Retail Week analyses what effect this will have on consumer confidence and economic recovery.
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Video
Face time: Mercato Metropolitano founder Andrea Rasca on surviving lockdown
Mercato Metropolitano founder Andrea Rasca discusses how his business’ connection to community saved it from going under during lockdown and how to make social distancing work on the high street.
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Retail Voice
The secrets of Gymshark’s customer-centred success
With businesses fighting hard to re-engage their customers in the wake of the coronavirus pandemic, Gymshark is one company that retailers could learn some lessons from, says Daniela Cicoria, senior customer success manager at Vision Critical.
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Data
Data: M&S to Monzo – the top 50 brands bossing customer experience
In the midst of the coronavirus pandemic, customer needs and behaviours have shifted rapidly in just a few months.
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Analysis
Analysis: Will face masks undermine shopper sentiment or inspire confidence?
After a weekend of back and forth and contradictory messaging, today finally brought clarity about whether face masks must be worn by shoppers in stores.
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News
Face masks to be compulsory in shops in England this month
After complaints of mixed messages, the government has announced that face masks must be worn in shops in England from July 24.
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Analysis
Lessons in loyalty: how retail’s seven best schemes deliver results
As Marks Spencer relaunches Sparks this week, Retail Week reviews some of the top loyalty schemes around the world and pulls out lessons on what works in loyalty today
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Opinion
Opinion: Why have retailers become entrepreneurs all of a sudden?
Almost every day there’s another story on Retail Week about a retailer doing things in an entrepreneurial way. But where were all these entrepreneurs before the start of this pandemic?
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Opinion
Opinion: Lululemon’s Mirror deal should usher in new type of retail acquisition
Sports apparel and leisurewear specialist Lululemon’s $500m purchase of interactive home gym start-up Mirror may turn out to be one of retail’s most inspired deals this year.
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