All Customer experience articles – Page 26
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AnalysisWatch: John Lewis, Dixons Carphone and Watches of Switzerland’s virtual shopping reviewed
Virtual shopping has become increasingly common over the past year as retailers try to bring staff expertise and service to the online shopper. How do the services offered by some of retail’s biggest chains compare? And do they match up to the in-store experience? Grace Bowden reports.
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AnalysisIs John Lewis at risk of becoming a ‘middle-class Argos’?
John Lewis Partnership’s first full-year loss in its history revealed the scale of disruption affecting the retailer, particularly its eponymous department store division.
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AnalysisCo-op and One Stop reveal investment in payment tech has transformed CX
An expert panel also warns retailers must be ready to comply with anti-fraud measures that come into effect this year, take advantage of powerful new Wi-Fi tech and find a way to reduce contactless payment losses that are costing millions. Register to watch here.
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Retail VoiceThree ways to transform customer experience and drive retail
With elevated levels of online sales here to stay, retailers must adapt to maintain their competitive edge, says David Morton, sales and solutions director at Arvato CRM Solutions UK.
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AnalysisFive strategies to drive spend with winning customer experience
Here we crystallise the learnings fromCX Decoded into five key steps to create a first-class customer experience proposition in order to drive sales and profits in 2021 and beyond.
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NewsTikTok and Shopify partnership extends to UK as Facebook launches shopping tool
TikTok and Shopify have launched a partnership to help retailers and brands connect with new customers, while Facebook has created a rival shopping tool.
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Retail VoiceWhy retailers must be switched on to online payment rules in 2021
Retailers must be aware of strict new anti-fraud measures to ensure online transactions run smoothly, says Judy Nguyen, vice-president of network product development and management at American Express.
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Retail VoiceGetting personal is key to ecommerce success
Ecommerce businesses need to personalise the customer experience to boost conversion rates, says product manager at Coveo Andrea Polonioli.
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Retail VoiceWinning hand – how gift cards can boost your brand
With home-working and online shopping now the new normal, Heather Rogers, senior director of ecommerce at Blackhawk Network Europe, believes the gift card market is a huge untapped source of revenue.
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Retail VoiceWill 2021 be the year of social commerce?
The pandemic has forced retailers to rethink the way they engage with consumers. Carl Hutchinson of Summit believes 2021 could be the year when social commerce becomes a dominant force in retail.
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AnalysisData: Top 10 retailers ranked for best online UX
Retail Week’s inaugural Ecommerce 2021 report surveyed 1,000 UK shoppers to discover which retailers are winning in UX, where the new consumer is starting their online journey and what is driving them to purchase
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AnalysisTalking shop: Five ways to galvanise staff when stores reopen
Store staff are worried about their jobs, are suffering from low morale and do not see retail as a good career choice, our groundbreaking report Talking Shop reveals. So, what can retailers do about it?
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OpinionLisa Hooker: ‘Long live the store – but it needs to evolve’
It’s a familiar and frightful story: the once-beloved UK high street is in terminal decline. The perfect storm of a global pandemic, online shopping and crippling rents and business rates is set to usher in the end of the physical store.
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AnalysisData: Can social media predict this year’s Christmas winners?
With Christmas imminent and swathes of the UK’s most populous areas effectively back in lockdown, can social media engagement help predict who will still prevail in this coming festive period?
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Retail VoiceWatch: How a year of change impacted UK consumer trends
In a year like no other, Google Trends data provides a revealing snapshot of the changes we’ve experienced in the way we live, work, play and shop. Watch these shifts in consumer behaviour unfold in this two-minute video.
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GalleryIn pictures: The retailers nailing the (Covid) Christmas experience
Christmas is looking quite different this year but retailers are innovating to keep the festive spirit alive both online and in-store. Retail Week highlights the retailers pulling out all the stops.
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Retail VoiceAlways do what you’ve always done? Expect to see what you’ve always seen from your marketing
As the end of 2020 approaches, I can’t help but wonder how the Queen will sum it up in her holiday season speech. ‘Anno Peculiare’ anyone? (1).
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Retail VoiceIndustry execs reveal what the new customer journey must look like
Critizr recently interviewed 114 retail managers and senior leaders to understand how they have changed their customer journeys amid the pandemic. UK marketing lead Hazel Morton shares the top-line findings
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AnalysisData: Size matters – how top womenswear retailers rank on size availability
Analysis by Retail Week and Newton shows the extent of ‘lost sales’ from retailers not having the right range of sizes
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VideoWatch: Consumers want retailers to capture data, says former Figleaves boss
Ecommerce expert Miriam Lahage revealed how retailers can use personalisation to win customer loyalty at Retail Week’s recent virtual event. Register to view the event for free here.