All Customer experience articles – Page 57
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AnalysisAnalysis: How to measure satisfaction and drive customer service
Customer-centric retailers are making giant leaps in service. But how are they measuring satisfaction to make sure they are getting it right?
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AnalysisConsumer Rights Act hands shoppers buying digital content more protection
Consumers are being handed new legal rights when buying digital content as the law is modernised to reflect digital shopping habits.
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AnalysisThe rise of virtual assistants may end the need for online searches
“Can I say what it’s about?” If you’ve ever had difficulty getting through a protective secretary, just imagine all your customers having one.
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NewsAngus Thirlwell on consumer loyalty and having a taste for success
The founder of Hotel Chocolat discusses the importance of his constant desire to go the extra mile for the chocolatier’s loyal customers.
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OpinionRetailers should follow the customer service model of the leisure sector
Retailers need to think of themselves as service providers and proactively anticipate the needs of their customers, like the best hotels do.
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AnalysisAnalysis: Six ways retailers can prepare for Black Friday
To those not in retail, last year’s Black Friday event may have looked more like an own goal than a demonstration of clever marketing.
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OpinionComment: Real retail loyalty is about long-term customer relationships
Lidl’s Smarter Shopping trial has sparked debate about whether it is a loyalty scheme. It doesn’t matter, as long as it builds relationships.
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NewsMarks & Spencer to justify higher hospital prices at meeting with Labour MP
Marks & Spencer will meet with health select committee member Paula Sherriff to explain the high prices it charges at its hospital stores.
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NewsWHSmith boss faces showdown with MP over higher hospital prices
Labour MP Paula Sherriff will demand justification for WHSmith charging more in hospitals at a meeting with its boss.
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AnalysisHow to reinvent retailers’ relationships with customers
Multichannel shopping has radically changed consumers’ relationships with retailers. A Retail Week report assesses how to meet shoppers’ needs.
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AnalysisStart-up of the week: In-store digital solutions provider Scoop
Start-ups in retail technology are growing and Retail Week is highlighting some of the best. This week Scoop is in the spotlight.
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OpinionLord Kirkham: What retailers can learn from the motor industry
Car manufacturers and sellers have perfected a level of customer service and innovation that all retailers should strive for.
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CartoonBlower’s retail cartoon: Tesco recasts self-service checkout voice
Retail Week cartoonist Patrick Blower’s take on Tesco recasting the voice of its self-service checkout and updating the phrases it says.
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OpinionComment: Creating an emotional connection is key to customer experience
Customer experience is a product of the digital age but retailers still need to create a personal, emotional connection with consumers.
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OpinionComment: The seven deadly sins of customer relationships
Point of sale plays a crucial role in enhancing customer relationships – yet many retailers are not optimising their checkout experience.
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OpinionMalcolm Walker: What Mahiki can learn about customer service from Iceland
Being turned away from a London nightclub during a company night out showed the Iceland boss how not to approach customer service.
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OpinionComment: Retailers should harness the potential of customer curiosity
Just as shy Tories helped the Conservatives during the general election, retailers should target shy shoppers.
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NewsAldi invests in electric car charging stations across Germany
Discount grocer Aldi is investing €2.2m (£1.6m) on charging stations for electric cars outside its German stores this summer.
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OpinionComment: Retailer know-how can benefit any business
Retailers should be shouting about their customer service skills, which are in demand across multiple sectors of business.
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OpinionComment: How to join the dots between in-store and online commerce
In-store and online shopping really do have more in common than you’d think and it’s a huge mistake to treat them like two completely unrelated endeavours.