All Customer experience articles – Page 7
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Retail Voice
Retail success starts with empowered staff
‘Put the customer at the centre of your business‚ they say, but Maze’s Mark Rice believes success starts with your employees as without them, there can be no customer satisfaction or retail growth
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Opinion
‘Without customer trust, retailers have everything to lose’
Retailers are squinting hard into their crystal balls for inspiration on how consumers will react to continued pressure on their wallets as we head into a critical trading period.
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Retail Voice
Four ways to deliver for customers during peak season
With the pressure now on across the sector to deliver the most successful Christmas possible, nShift’s Lars Dige Pedersen examines four ways retailers can excel when it comes to the last mile.
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Analysis
What retailers can learn from EE, Lush and Estée Lauder’s latest tech investments
If the past year is indicative of change to come, we’re balanced on the cusp of cutting-edge technologies becoming a must-have, rather than a nice-to-have, for retailers keen to remain ahead of the curve
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Analysis
Inside the AI strategies of Ocado, Shein and Charlotte Tilbury
Retail Week’s new report, Beyond the Hype: How AI in UK retail has moved to the mainstream, shares key ways retailers are generating ROI from AI. Here are three examples of businesses making the tech pay
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Analysis
Research: 44 retail leaders talk in-depth about 2024 CX strategy
Leaders from Cotton Traders, Bravissimo, Gift Universe, Jollyes and Bensons for Beds have spoken in-depth to Retail Week about their plans for 2024.
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Gallery
New Balance flagship ‘built to put people, not products’ first
New Balance has opened its doors to a new retail concept store “built to put people, not products, at the centre of the consumer experience” in Westfield Stratford City in London.
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Data
Fashion Forward: How the future consumer will shop
Retail Week investigates the shopping trends and consumer behaviour likely to shape the fashion industry over the next three years
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Retail Voice
The changing face of loyalty – building brand advocates
Building sustained customer loyalty is the holy grail for any retail brand. It gives a compelling and continued competitive advantage, yet it’s also notoriously elusive and can be easily lost, says American Express’ Dan Edelman
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Retail Voice
Can we still afford for the customer to always be right?
It’s a truth universally experienced in the retail business but so rarely discussed: delivering an outstanding quality of customer experience can’t come at any price, says Colin Gittens at Arvato CRM Solutions
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News
H&M U-turn on charging customers to return online purchases in-store
H&M has said it will not charge a returns fee for shoppers who return online purchases in-store.
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Retail Voice
Dear marketer, don’t shoot an arrow in the dark
The lack of relevant focus and in-depth data around consumer food habits and preferences is costing retailers and brands in the F&B sector unparalleled lost opportunities each year. Vinhood looks at how to collect the right data points
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Analysis
Strategy spotlight: Five ways Lush is building its brand identity to accelerate future growth
With an overriding ethos focused on “leaving the world Lusher than we found it”, the Retail Week analyst team explores five ways Lush is strengthening its brand identity to drive future growth
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News
H&M becomes latest retailer to charge for online returns
Fashion giant H&M has become the latest retailer to introduce a fee for customers returning parcels ordered online.
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Retail Voice
The next retail battleground: seeking ‘share of life’ over ‘share of wallet’
Creating the best customer experience is essential to building profitability and loyalty. So what should ecommerce and multichannel retailers do when there appears to be a tension between giving the customer what they want and doing what is best for profit? nShift’s Lars Dige Pedersen explores.
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Gallery
First look at Footasylum’s ‘most technologically advanced store yet’
Footasylum has opened the doors to its new store in Lakeside Shopping Centre, Essex, showcasing a “first-of-its-kind concept development” for the retailer.
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News
Boots extends Price Advantage scheme in new value campaign
Boots has launched new price-lowering campaign ‘best for less’ on more than 2,000 products as part of its support for customers during the cost-of-living crisis.
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Analysis
The Disruptors: Nine brands transforming the way shoppers pay
The latest instalment of Retail Week’s Disruptors series showcases the companies making waves in the payments sector.
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Analysis
Strategy spotlight: Five ways Sephora is set to disrupt the UK market
Sephora returned to the UK in March 2023 with its first store after a nearly 15-year hiatus. What has brought the global beauty specialist back for round two and what can other retailers learn from its return?