All Customer experience articles – Page 12
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Retail Voice
Can pop-up retail create permanent customers?
Are pop-up shops and concessions on the rise in 2022? Zendesk’s Celine Maher discusses the pros and cons of these temporary retail spaces and how they can be successfully executed.
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News
Boots extends Price Advantage scheme to online and more products
Health and beauty giant Boots has bolstered the number of products available to members of its Price Advantage loyalty programme and launched it online.
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Retail Voice
Hybrid retail – are you ready for it?
As retail constantly evolves to provide consumers with personalised digital experiences, Citrix’s Christian Schwendemann asks whether the industry is ready for a new way of thinking.
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Retail Voice
How to do right by your customer in a data-driven world
Giving your customers super-personalised service while also safeguarding their data can be a tricky tightrope to walk – Precisely’s Martin James examines how retailers can achieve both without wobbling
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Retail Voice
What shoppers want: More personal, less choice, stronger purpose
Consumer expectations are higher than ever before, but what is it that shoppers really want and how can retailers achieve it? Adobe UK’s marketing director Peter Bell highlights what retailers can do to stand out.
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Retail Voice
Three steps to create future-fit tech to meet rising consumer expectations
With consumer expectations continuing to shift upwards, EY’s global retail leaders Thomas Harms and Michael Renz examine a trio of techniques to ensure retailers stay ahead.
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Analysis
9 CX disruptors – meet the retailers and brands redefining experience
A new generation of ingenious businesses are wowing customers like never before with lessons for established retailers, Retail Week’s latest report finds.
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Retail Voice
Five top retail priorities for marketeers in 2022
From customer-centrism to using data to empower teams, Emarsys’ Heath Barlow sets out what matters most for tech-savvy marketers.
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Opinion
‘Seismic shifts accelerated by Covid will redefine retail in years to come’
Technology will remain key to retail’s transition in a complex marketplace, believes Erin Brookes, managing director and leader of the European retail and consumer practice at Alvarez & Marsal.
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Opinion
‘The era of Covid-forgiveness is over – retail must put service at the top of the agenda’
Shoppers were willing to put up with lower standards of service while they and the retailers they relied on navigated the health emergency. But now, as conditions normalise, they expect better. Good service will increasingly characterise retail success but a poor experience will be punished, argues Luke Tugby.
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Data
Ranking: The top 20 companies bossing customer service
The Institute of Customer Service has released data ranking the top companies in the UK for customer service. Retail Week explores what the sector could learn from these businesses.
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Retail Voice
Last-mile delivery must be first step in mastering logistics
Retailers must focus on the last mile to avoid supply chain disruption, says Jemma Hall, senior business development manager at Lifetime Training.
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Retail Voice
Five ways to boost customer retention in 2022
Yotpo UK managing director Jamie Clohesy has devised some simple strategies for retailers to turn casual shoppers into loyal customers.
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Retail Voice
Will 2022 be the year retailers get real about the metaverse?
It’s high time retailers embraced the huge tech opportunities of the metaverse, otherwise they risk being left behind, warns Joost De Bot, vice-president and general manager EMEA at Jitterbit.
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Retail Voice
The supply chain situation room: managing January returns
Retailers must ensure their returns experience is as slick as possible says Akash Gupta, chief technology officer at GreyOrange.
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Retail Voice
It’s time to connect the dots between journeys, stores and operations
Mastering the detail in retail is key as we head into 2022, says Reint Jan Holterman, global product marketing manager for retail software at Diebold Nixdorf.
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Retail Voice
Personalisation is now retail’s CX battleground – here’s how brands can stand out
Brands must tailor their offering to the consumer if they want to stay one step ahead, says David Morton, sales and solutions director at Arvato CRM Solutions.
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Opinion
Katie Bickerstaffe: 'This year, back-to-the-floor means packing online orders for M&S HQ staff'
Over the past 18 months, we have seen five to seven years’ worth of change in this industry, so we’ve had to change, to be bolder, braver, and more committed to reshaping M&S.
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Opinion
‘Store staff are now fulfilment experts, customer service agents and ecomm specialists’
Despite headlines touting the end of bricks-and-mortar retail in the era of ecommerce, earlier this year it was reported that Amazon - one of the world’s biggest retailers – plans to open a department store.