All Customer experience articles – Page 68
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OpinionComment: Retail strategy is being overtaken by tactics
Remember when business was all about making a profit, and strategy was the plan to achieve that?
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OpinionComment: Customer focus is the missing ingredient
Once upon a time, a trip to the US gave a foretaste of the future of retailing, in terms of store design and new formats.
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AnalysisInfographic: Why shoppers abandon their baskets
New research has revealed what aggravates shoppers most and makes them abandon their shopping baskets both online and in store.
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OpinionComment: Excellent customer service can never be truly replicated online
There is still one area in which online retail will never truly be able to reflect the in-store experience, that of customer service.
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OpinionComment: Coherence, consistency, and completeness are key
Today’s consumers live complex lives. At every turn, they are bombarded with information and advice.
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NewsHomebase rolls out customer insight programme
Homebase has rolled out a customer insight programme which it says is improving customer satisfaction.
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AnalysisAnalysis: There’s more than one way to keep the tills ringing
Tesco turned up the pressure on price again this week with its Price Promise scheme. But price isn’t everything.
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AnalysisOracle Retail Week Awards: Asos’ appeal makes it a global star
Fashion specialist Asos is named the 2013 PayLater Pure-Play Etailer of the Year following a storming performance in 2012.
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AnalysisOracle Retail Week Awards: How John Lewis led the way and outperformed its rivals
John Lewis won both Oracle Retailer of the Year and Brandbank Multichannel Retailer of the Year. Managing director Andy Street talks about its success.
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AnalysisVideo: Customer service critical to specialist retailers' survival, says Dixons' Seb James
The overhaul of Dixons’ dismal customer service reputation has been critical in turning around the fortunes of the electricals retailer, delegates at Retail Week Live heard.
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NewsRetail Week Live: Retailers should shout about staff skills, say Pets At Home
Specialist retailers should employ staff with specialist knowledge, according to the people director of Pets At Home, Ryan Cheyne.
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AnalysisVideo: Retailers should not fear poor reviews, says Kiddicare boss
Retailers should not be afraid of publishing negative consumer reviews online, according to Kiddicare chief executive Scott Weavers-Wright.
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AnalysisVideo: Debenhams' Cristofoli - ‘Anonymous’ consumers demanding better service
The growth of “digital anonymity” is presenting a whole new set of customer services challenges to retailers, according to Debenhams’ marketing director.
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AnalysisAnalysis: Technology plays a part in improving customer experience
Technology is playing a central role in improving customer experience. Anna Richardson Taylor finds out how retailers are using it.
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AnalysisAnalysis: Superquinn’s Feargal Quinn - setting the right retail example
In this extract from his new book legendary retailer Feargal Quinn, founder of Superquinn, shares his thoughts on leadership.
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OpinionRetail Surgery: With so many online platforms available, how can I improve customer engagement?
With so many online platforms available, how can I improve customer engagement?
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OpinionComment: Retailers can take valuable lessons from restaurateurs
In New York last week, investment bank Financo’s 23rd successive Annual Forum was attended by 275 elite invitees, including the chief executives of some celebrated global brands.
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OpinionComment: Leading from the shopfloor provides great customer insight
In retail, nothing beats being on the shopfloor to learn from customers and colleagues and it’s important to deliver, day in, day out and, of course, especially at Christmas.
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OpinionRetail Surgery: How do I motivate shopfloor staff when trading in click-and-collect?
How do I keep shopfloor staff motivated if a large part of trade is click-and-collect?
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OpinionComment: Empathy is at the heart of every successful retailer
I’ve spent most of my work life in retail and I’m not embarrassed to describe myself as a shopkeeper. I love shopping, visiting stores and admire how retailers practice their art.