All Customer experience articles – Page 64
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Opinion
Successful mobile retail apps
Design an app, build it, launch it to market and tell your customers about it. Sounds easy, right? Well yes, if you apply the magic formula.
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News
Grocer Iceland puts service centre stage
Iceland managers are to present to the board this week the early findings of a big customer feedback programme designed to enable improved levels of service at the frozen food specialist.
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News
Apple Retail UK: Innovative products key to success
The secret of the company’s success lies in innovative products and good customer service.
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Opinion
Delivery experience comes of age
The delivery experience is fast becoming a major differentiator for retailers.
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Opinion
Customer service worth talking about
Customer service is increasingly the key point of difference for retailers.
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Gallery
Store 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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Analysis
Outsourcing: 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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Analysis
Halfords: 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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Opinion
Retailers 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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News
Jessops defies tough climate to record surge in profits
Cost control and margin improvement boost retailer despite tsunami impact on supply.
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Analysis
Retail 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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News
Superdrug considers localised product offer
Superdrug is considering localising its product offer in stores to better meet local needs.
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News
Charlie 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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News
Shop 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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News
Debenhams 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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News
Game 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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Analysis
Delivering 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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Opinion
Retail 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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Analysis
Improving 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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Opinion
Good 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.