All Customer experience articles – Page 71
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OpinionDelivery experience comes of age
The delivery experience is fast becoming a major differentiator for retailers.
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OpinionCustomer service worth talking about
Customer service is increasingly the key point of difference for retailers.
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GalleryStore gallery: DFS comes to the high street
The newly opened DFS store on Tottenham Court Road shows how an edge-of-town format can be adapted for the city.
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AnalysisOutsourcing: Is it right for your business?
Retail is about selling products, so outsourcing non-core business functions can make sense for retailers. Anna Richardson Taylor examines the issue.
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AnalysisHalfords: pedalling back toward growth
The high price of petrol and dwindling sat-nav sales have hit Halfords, but the retailer aims to map out new routes to success.
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NewsJessops defies tough climate to record surge in profits
Cost control and margin improvement boost retailer despite tsunami impact on supply.
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OpinionRetailers must focus on delivery service
“A sale isn’t a sale till you’ve got the cash.” So said the sign in my cab in my days as a Co-op milkman. But for most retailers this is not really an issue any more with both electronic payments and cash proving to be fast and secure.
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AnalysisRetail surgery: How can store staff add value to the shopping experience?
My customers are coming into stores armed with more information than my staff. How can I make sure my store staff still add value to the shopping experience?
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NewsSuperdrug considers localised product offer
Superdrug is considering localising its product offer in stores to better meet local needs.
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NewsCharlie Mayfield: We need to focus on capability
Retailers need to equip their staff with the right skills enabling them to tackle the uncertain future, John Lewis chief executive Charlie Mayfield believes.
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NewsShop Direct to close two customer service centres in outsource move
Shop Direct, which operates brands including Littlewoods and Very, has outsourced its customer service operation in a move which could see two of its four contact centres close.
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NewsDebenhams puts 230 staff into consultation as it outsources customer services
Department store Debenhams has put 230 staff at its Taunton contact centre into consultation as it outsources the function.
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NewsGame customers lose out as loyalty points scrapped
Game customers could be left with unredeemed gift cards and loyalty points after it collapsed into administration yesterday.
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AnalysisDelivering excellence in retail customer service: Executive Summary
An innovative report investigating best practice in customer service through some of the leading retail businesses operating within the UK.
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OpinionRetail surgery: Does a strong online presence encourage customer loyalty?
To what extent is customer loyalty dependent on a strong multichannel strategy?
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AnalysisImproving customer service
Ensuring top-rate customer service can be a challenge at the best of times, but it’s doubly difficult in the new year post-Sales lull. Liz Morrell looks at how to solve the problem.
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OpinionGood customer service is key
Something wasn’t quite right last Saturday when we went to our nearest shopping centre to find inspiration for those remaining ‘difficult’ Christmas presents.
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OpinionA new customer is for life, not just for Christmas
As is fairly obvious, I don’t need my looks to earn my living – if I did, I’d have been through a CVA some time ago. However, I do try my best to look after myself.
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NewsVideo: Delivering the best customer service
At the Skillsmart Retail, World Host Conference, 100 retailers met to discuss customer service standards in the UK.
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OpinionRetail surgery: How do I automate our telephone customer service effectively?
I want to automate our telephone customer service, but how can I ensure the system helps my customers effectively without alienating them?