All Customer experience articles – Page 28
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Retail VoiceHow to build an army of CX champions across your business
What does it take to achieve world-class customer experience in retail today? You might think it’s more data, but you’d be wrong. Critizr’s Hazel Morton explains why your people hold the key.
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AnalysisTurning the pandemic into an opportunity in four easy steps
Retailers must look beyond the immediate challenges and see the pandemic as an opportunity to rethink their data, tech and fulfilment strategies for the long term, finds our new report.
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Retail VoiceThree ways direct mail can help win consumers over
Far from being outdated, direct mail is the perfect way to satisfy customer expectations and also drive sales, says Precision Proco chief executive Jon Bailey.
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Retail VoiceRetailers can't delay making customer experience effortless
Customers are not waiting patiently for laggard retailers to catch up with their digital offerings. Capita explains why agility and adaptability is not a nice-to-have but a prerequisite for success – and is easier than many may think
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Opinion‘John Lewis’ non-retail ambitions rely on restoring retail success’
One of the most striking aspects of today’s strategy update from the John Lewis Partnership was the extent to which the retailer is staking its future on what strategy director Nina Bhatia termed “non-retail”.
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AnalysisSeven big mistakes that retailers keep making online
Online is a more important channel for retailers than ever. But far too many businesses are still making mistakes that irritate customers and hinder conversion. Retail Week highlights seven of them
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Retail VoiceHow to ensure this Christmas is one to remember for all the right reasons
Retailers that gift consumers with seamless experiences will be the ones to sparkle in this most unpredictable of Christmases, says Capita’s Alan Linter
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AnalysisConsumer 2021: Lean into empathy for a customer experience shoppers will trust
Retailers must get to know their customers on a deeper level and approach interactions with empathy in order to thrive in a post-Covid landscape, according to customer experience experts.
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AnalysisStrategic report: Exclusive data reveals the new consumer’s delivery demands
RWRC Connect’s new report reveals strategic priorities for fulfilment in 2021 and beyond. Download it for free here.
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AnalysisResearch: Five leading retailers reveal their 2021 CX strategies
Leaders from Seasalt, Hotel Chocolat and more have revealed how, and where, they will be investing in customer experience to future proof their businesses for 2021 in Retail Week’s latest report.
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DataData: 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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NewsDixons 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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NewsWaitrose 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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GalleryStore 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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AnalysisThe 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 slogan
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NewsJohn 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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NewsSt 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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AnalysisHow 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.