All Customer experience articles – Page 62
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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.
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OpinionComment: Retailers must refocus on what makes them great
British retailers should stop focusing on rivals at home and abroad and focus on ensuring they understand their own customers.
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NewsIn pictures: Harvey Nichols flagship opens VIP Style Advisors Service
Luxury department store Harvey Nichols has opened its new ‘VIP’ Style Advisors Service at its Knightsbridge flagship.
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OpinionComment: Retailer’s must offer unique experiences to get shoppers talking
Giving consumers and experience or customer service something worth sharing with their friends is at the heart of retailers’ success.
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OpinionComment: Lewis’ Tesco restructure could make the grocer more agile
Tesco boss Dave Lewis leadership changes could see the grocer turn around on its difficulties with branding and the customer.
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AnalysisAnalysis: What will Christmas 2014 look like for retailers?
In the run-up to Christmas, how will consumer behaviour and attitudes affect trading? Retail Week research explores 2014’s festive spending.
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AnalysisAnalysis: Inside Shop Direct’s user experience lab and experimental culture
Shop Direct’s user experience lab has revolutionised how the retailer manages its sites – how has the ecommerce team done it?
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OpinionComment: Tesco must find its heart to regain core customers
Tesco’s continued difficulties are the result of hubris and the inability to engender affection among core UK consumers.
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OpinionComment: Retailers lead the way on what matters to shoppers
From labour conditions to food-supply integrity, retailers lead the way on listening to customers and building responsible businesses.
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OpinionComment: Why customer relationship management is no longer enough
Customer relationship management (CRM) is too focused on transactions and now retailers must build two-way relationships.
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GalleryStore gallery: Samsung Galaxy Studio is a customer experience playground
The Samsung Galaxy Studio New York shop gives meaning to the idea of stores as play areas, putting customer experience first.
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OpinionComment: How retailers can unite online and offline consumer experiences
As omnichannel retail continues to gain popularity, here are four ways for retailers to meet their customers’ changing expectations.
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AnalysisAnalysis: Shop Direct and M&S on the changing face of customer experience
Retail Week’s inaugural Customer Experience Summit highlighted how businesses are transforming in response to shopper expectations.
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AnalysisAnalysis: Can IBM’s Watson supercomputer improve retail?
IBM’s Watson supercomputer has won a game show and helped diagnose and treat cancer patients. Now it’s being put to work in retail.
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OpinionComment: Why direct mail is undergoing a retail revival
As Next and Very.co.uk use direct mail to create personalised offers for their customers, is the trend undergoing a resurgence?
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NewsDarty launches in-home button to give instant access to call centre
French electronics firm Darty is offering customers a button in their home that puts them through to the its helpdesk within 60 seconds.
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AnalysisVideo: Tesco boss Dave Lewis says accounting scandal was 'body blow'
Tesco boss Dave Lewis has said the accounting scandal was a “body blow” to the business and said the grocer needs to “re-energise”.
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OpinionComment: Does beacon technology improve customer experience?
To beacon or not to beacon, that is the question. As retailers roll out beacon technology, is it really enriching the customer experience?
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OpinionComment: Tesco’s CEO must not lose focus on core business
Following Tesco’s accounting scandal chief executive Dave Lewis must not lose sight of the struggling retailer’s long-term strategy.
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InterviewQ&A: Richer Sounds managing director David Robinson on a record year
David Robinson, managing director at Richer Sounds, on how the company has driven record profits and its new ‘360 degree installation service’.