All Customer experience articles – Page 20
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VideoWatch: Devolving decision making to stores is crucial to CX success
Mamas and Papas chief operating officer Nathan Williams and Co-op head of retail operations Rob Baines revealed the importance of devolving certain decisions from head office down to stores in Retail Week’s virtual panel last week.
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AnalysisData: What consumers hate about ecommerce in four charts
We surveyed 1,000 consumers to find out what shoppers love and hate about retailers and brands, for our new report The CX Factor.
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AnalysisChristmas in July: Exclusive data, free content and insights to prepare for peak
Most retailers make the vast majority of their money over the festive period, so it stands to reason they meticulously plan for it throughout the year.
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Retail VoiceWhy identity is critical to retail’s big reset
Understanding your customer will be vital as retailers move from survival to sustainability, says Ian Lowe, director of solutions, marketing, EMEA at Okta
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DataWhy checkout must change: six charts revealing how consumers want to pay online
How can retailers give today’s consumers the online checkout process they expect while following the latest compliance?
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Retail VoiceThe data demand: retail’s key to staying one step ahead
Retailers must harness data in the most efficient way to come out of the pandemic era unscathed, says Alex Cresswell, regional sales director for retail at Tableau.
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AnalysisRevealed: UK consumers’ top 16 best-loved brands
UK consumers have revealed their most-loved brands and just a handful of retailers dominate when it comes to best stores, website, delivery service and value for money, according to Retail Week’s new free report The CX Factor.
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Opinion‘The lesson from Supreme is that retailers need more than customers – they need fans’
A tale of two fashion retailers. In May 2020, US company J Crew filed for chapter 11 bankruptcy protection. A few months later, Supreme was bought by VF Corporation for $2.1bn (£1.6bn).
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Retail VoiceBrand health and your business: is your brand fit for the future?
Brands must ensure they inspire excitement and a sense of belonging to stay relevant, says Richie Heron, vice-president for product methodology at Toluna.
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Opinion‘Making second-hand mainstream starts with trust’
For years, Retail Week readers have been divided on whether concerns about sustainability really cut through to consumer purchasing decisions.
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Opinion‘On-demand grocery is natural next step for shoppers in new hybrid world’
It’s no exaggeration to say that customer shopping habits are changing faster than ever before.
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Retail VoiceData in motion is now key to customer-centricity. Here’s why
Businesses that aren’t using data in real time are missing out on a huge opportunity, says Confluent director for business value consulting Lyndon Hedderly.
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Retail VoiceEnsuring shoppers feel safe in store is key to retail recovery
Balancing a safe environment with the joy of shopping in store will be key for retailers in the post-pandemic era, argues Lee Edwards, vice-president and managing director for UK and Ireland, Middle East and Africa at Adobe.
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Retail VoiceStaff livestreams will usher in the era of the anti-influencer
If you think influencers are all style and no substance, it’s time for associate livestreams to take their place, says Richard Willis, RVP solution consulting for EMEA and APAC at Aptos.
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Retail VoiceSix ways to make people your retail superpower
It’s time for retailers to celebrate their store teams and champion the great CX they offer, says Critizr head of UK marketing Hazel Morton.
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AnalysisHow John Lewis, Waterstones and Lush are making store staff their greatest assets
A new report by Retail Week showcases the businesses empowering their store staff to deliver best-in-class customer service and an experience that can’t be beaten online. Find out how you can do the same
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GalleryAnalysis: From weddings to skate parks – eight unique retail experiences worldwide
With Selfridges offering its world famous Oxford Street store for “non-traditional ceremonies” to couples as coronavirus restrictions are relaxed, Retail Week looks at some of the other one-of a kind experiences that stores around the world provide.
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Retail VoiceVote with your feet to put local retail into action
‘The high street is dead.’ How often have we heard this phrase and not just in recent times?
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Retail VoiceCould stockless stores be the future of the high street?
As retailers learn the lessons of the pandemic, the future could see a dramatic change in the traditional model, with stockless stores as the way forward, argues Alex MacPherson, director of solution consultancy and account management at Manhattan Associates