All Customer experience articles – Page 61
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AnalysisAnalysis: Cautious optimism in uncertain times for the retail sector
Retail 2015, produced by Retail Week in association with Kurt Salmon, reveals what industry chiefs really think about prospects for 2015.
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AnalysisAnalysis: How can retailer's supply chains cope with seasonal surges?
What can retailers learn from Black Friday 2014’s supply chain woes, and how can they better prepare for future seasonal surges?
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OpinionRetail surgery: How can I add a ‘human touch’ to online customer relationships?
Customers expect to be able to shop at a pace, time and location of their choosing and to use whichever device they have to hand.
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OpinionComment: Is Black Friday more trouble than it is worth?
Black Friday’s high-profile promotion caused logistics chaos for some retailers but presents undeniable opportunities for others.
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OpinionComment: Lessons from Christmas 2014 – five ways to avoid delivery chaos
Retailers’ multichannel system were run to capacity over the Christmas period, resulting in online chaos and customer service failures.
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OpinionComment: Retailers should see that returned goods mean returning customers
Instead of seeing returns as an inconvenience, retailers should recognise the opportunities a returning customer presents.
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NewsFashion retailer Neiman Marcus unveils digital 'memory mirror'
US luxury fashion retailer Neiman Marcus has begun rolling out a mirror that captures images and videos of clothing customers try on.
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AnalysisAnalysis: How delivery chaos took the shine off Christmas
Retailers were caught out by high delivery demand over Christmas as Black Friday and Cyber Monday put strain on fulfilment systems.
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OpinionComment: Retailers must refocus on what makes them great
British retailers should stop focusing on rivals at home and abroad and focus on ensuring they understand their own customers.
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NewsIn pictures: Harvey Nichols flagship opens VIP Style Advisors Service
Luxury department store Harvey Nichols has opened its new ‘VIP’ Style Advisors Service at its Knightsbridge flagship.
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OpinionComment: Retailer’s must offer unique experiences to get shoppers talking
Giving consumers and experience or customer service something worth sharing with their friends is at the heart of retailers’ success.
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OpinionComment: Lewis’ Tesco restructure could make the grocer more agile
Tesco boss Dave Lewis leadership changes could see the grocer turn around on its difficulties with branding and the customer.
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AnalysisAnalysis: What will Christmas 2014 look like for retailers?
In the run-up to Christmas, how will consumer behaviour and attitudes affect trading? Retail Week research explores 2014’s festive spending.
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AnalysisAnalysis: Inside Shop Direct’s user experience lab and experimental culture
Shop Direct’s user experience lab has revolutionised how the retailer manages its sites – how has the ecommerce team done it?
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OpinionComment: Tesco must find its heart to regain core customers
Tesco’s continued difficulties are the result of hubris and the inability to engender affection among core UK consumers.
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OpinionComment: Retailers lead the way on what matters to shoppers
From labour conditions to food-supply integrity, retailers lead the way on listening to customers and building responsible businesses.
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OpinionComment: Why customer relationship management is no longer enough
Customer relationship management (CRM) is too focused on transactions and now retailers must build two-way relationships.
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GalleryStore gallery: Samsung Galaxy Studio is a customer experience playground
The Samsung Galaxy Studio New York shop gives meaning to the idea of stores as play areas, putting customer experience first.
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OpinionComment: How retailers can unite online and offline consumer experiences
As omnichannel retail continues to gain popularity, here are four ways for retailers to meet their customers’ changing expectations.
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AnalysisAnalysis: Shop Direct and M&S on the changing face of customer experience
Retail Week’s inaugural Customer Experience Summit highlighted how businesses are transforming in response to shopper expectations.