All Customer experience articles – Page 59
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NewsRetail Week Live: Martin Lewis warns that delivery issues could cost retailers
Martin Lewis, founder of MoneySavingExpert.com, warned retailers that using the “wrong” delivery company could cause brand damage and lead to firms losing customers.
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OpinionRetail surgery: How can I use emotional insight to understand shoppers?
Analytical technology has made collecting data for customer insight more widely available than ever.
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AnalysisDo Tesco’s Google+ consultations signal a move to online personalisation services?
Retail Week investigates whether one-to-one online consultations are an engaging personalisation tool for customers, or simply a marketing stunt.
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OpinionComment: Shop design matters little if customer service is absent
It’s no good having the right product in the right place at the right time, if the all-important customer-service element is absent.
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NewsBreakfast briefing: Retail news on Topps Tiles, online sales, compensation and more
Retail news round-up on February 18, 2015: Topps Tiles’ media account; Outgoing Pandora chief; online sales decelerate; compensation and more.
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AnalysisStart-up of the week: Online scheduling platform Fynder
Start-ups in retail technology are growing fast and Retail Week is highlighting some of the best. This week Fynder is in the spotlight.
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OpinionRetail surgery: How can I use in-store technology to improve customer service?
Although online retail is becoming increasingly prevalent, bricks-and-mortar sales still make up the bulk of revenue for many retailers.
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NewsDarty experiments with introducing humanoid robot into its sales team
Darty has drafted a humanoid robot called NAO into its sales team as it experiments with the next generation of customer service.
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OpinionComment: What can retailers learn from the Christmas trading period?
The Christmas trading period has offered retailers valuable lessons on customer expectation, supply chain and fulfilment.
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AnalysisInfographic: What causes the most complaints in retail?
Retail has been named as the most complained about sector in the UK. Find out what regions complain the most and what most riles consumers.
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Opinion
Comment: Consumer expectations of retailers are rising, but will they pay?
Andrew Busby asks whether the current retail offer of convenience and service is sustainable or are consumers asking for too much?
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NewsRetail most complained about sector as online growth drives complaints
Retail is the most complained about sector in the UK and retailers are responsible for more than a quarter (28%) of all complaints.
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AnalysisAnalysis: Cautious optimism in uncertain times for the retail sector
Retail 2015, produced by Retail Week in association with Kurt Salmon, reveals what industry chiefs really think about prospects for 2015.
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AnalysisAnalysis: How can retailer's supply chains cope with seasonal surges?
What can retailers learn from Black Friday 2014’s supply chain woes, and how can they better prepare for future seasonal surges?
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OpinionRetail surgery: How can I add a ‘human touch’ to online customer relationships?
Customers expect to be able to shop at a pace, time and location of their choosing and to use whichever device they have to hand.
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OpinionComment: Is Black Friday more trouble than it is worth?
Black Friday’s high-profile promotion caused logistics chaos for some retailers but presents undeniable opportunities for others.
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OpinionComment: Lessons from Christmas 2014 – five ways to avoid delivery chaos
Retailers’ multichannel system were run to capacity over the Christmas period, resulting in online chaos and customer service failures.
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OpinionComment: Retailers should see that returned goods mean returning customers
Instead of seeing returns as an inconvenience, retailers should recognise the opportunities a returning customer presents.
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NewsFashion retailer Neiman Marcus unveils digital 'memory mirror'
US luxury fashion retailer Neiman Marcus has begun rolling out a mirror that captures images and videos of clothing customers try on.
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AnalysisAnalysis: How delivery chaos took the shine off Christmas
Retailers were caught out by high delivery demand over Christmas as Black Friday and Cyber Monday put strain on fulfilment systems.