All Customer experience articles – Page 16
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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)
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Retail VoiceHow empathy and empowerment can transform the frontline experience
From disgruntled consumers to high-pressured, busy environments, customer-facing roles in retail often bear the brunt of the more challenging aspects of the industry. Workday’s Laurent Homeyer examines five ways retail leaders can enhance the front-line experience.
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AnalysisSend it back: can online fashion turn its returns problem around?
With return rates on the increase, Retail Week looks at what fashion retailers can do to transform this perennial pain point into a potential opportunity
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NewsWilko extends deal with home delivery provider to 2026
Wilko has extended its contract with home delivery provider GXO to June 2026.
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Opinion‘Accepting rocketing returns as “cost of doing business” is limp admission of defeat’
It’s too big and it doesn’t fit. A dress? A T-shirt? A pair of shoes? How about your returns percentage each year? Brian Kalms looks at how retailers can address the problem
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Innovation of the WeekInnovation of the Week: Sephora opens second ‘store of the future’ in Shanghai
Innovation of the Week is a subscriber-only series highlighting retail initiatives that have caught the eye of our analysts.
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DataForecast: How the sports and outdoor sector continues to excel
The Retail Week analyst team forecasts that the UK sports and outdoor market will grow at a compound annual growth rate (CAGR) of 4.6% in the five years to 2026/27 as retailers fight to gain market share in this lucrative category
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Innovation of the WeekInnovation of the Week: Amazon leverages AI to detect damaged goods
Innovation of the Week is a subscriber-only series highlighting retail initiatives that have caught the eye of our analysts.
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Retail VoiceFour top takeaways for retail leaders from World Retail Congress
The dust has settled on this year’s World Retail Congress in Barcelona, but what were the key themes for leaders? Spencer Stuart’s global retail team takes a look at the key takeaways from one of the most important gatherings for retail leaders
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Retail VoiceShould more retailers start charging for returns?
Zara, Boohoo and New Look made headlines when they started charging customers for returns, but this isn’t a decision to be taken lightly as James Hepher, lead consultant at Newton Europe, explains
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Retail VoiceFour next-gen CX lessons learned by industry leaders
Did Covid kill in-store retail? Informatica’s Tim Davies investigates how retailers can deliver a first-class customer experience post-pandemic
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AnalysisExclusive survey: How much do customers trust you with their data?
We asked consumer research agency Walnut to quiz more than 2,000 shoppers across the UK about how much they trust the nations’ supermarkets with their data – and the results are in
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DataOne in four online baskets abandoned at checkout costing retailers £32bn
One in four online transactions is being abandoned by customers at checkout amounting to £32bn in the last 12 months, according to the latest research from GFS and Retail Economics.
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Opinion‘Larger retailers can learn plenty from innovative independents’
The creativity and innovation that independents bring to the high street and the industry offer valuable lessons to all retailers, believes PwC’s Lisa Hooker
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InterviewTopps man: How Topps Tiles CEO Rob Parker is laying groundwork for decades of success
Topps Tiles celebrates its 60th anniversary this year and sales are as sparkling as a newly installed shower wall.
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Innovation of the WeekFrom ChatGPT to DNA testing – 13 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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Retail VoiceThree ways for retailers to build lifelong loyalty
Retail is recovering, slowly but surely. With footfall on the up, Maze’s Mark Rice looks at how retailers can convert consumers into lifelong customers
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Retail VoiceThe modern retail experience: why customer identity matters
Okta’s Ian Lowe explains why customer identity is crucial for improving user experience and conversion rates in the digital retail market