All Customer experience articles – Page 66
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AnalysisOracle Retail Week Awards: How John Lewis led the way and outperformed its rivals
John Lewis won both Oracle Retailer of the Year and Brandbank Multichannel Retailer of the Year. Managing director Andy Street talks about its success.
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AnalysisOracle Retail Week Awards: Asos’ appeal makes it a global star
Fashion specialist Asos is named the 2013 PayLater Pure-Play Etailer of the Year following a storming performance in 2012.
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AnalysisAnalysis: There’s more than one way to keep the tills ringing
Tesco turned up the pressure on price again this week with its Price Promise scheme. But price isn’t everything.
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AnalysisVideo: Customer service critical to specialist retailers' survival, says Dixons' Seb James
The overhaul of Dixons’ dismal customer service reputation has been critical in turning around the fortunes of the electricals retailer, delegates at Retail Week Live heard.
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NewsRetail Week Live: Retailers should shout about staff skills, say Pets At Home
Specialist retailers should employ staff with specialist knowledge, according to the people director of Pets At Home, Ryan Cheyne.
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AnalysisVideo: Retailers should not fear poor reviews, says Kiddicare boss
Retailers should not be afraid of publishing negative consumer reviews online, according to Kiddicare chief executive Scott Weavers-Wright.
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AnalysisVideo: Debenhams' Cristofoli - ‘Anonymous’ consumers demanding better service
The growth of “digital anonymity” is presenting a whole new set of customer services challenges to retailers, according to Debenhams’ marketing director.
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AnalysisAnalysis: Technology plays a part in improving customer experience
Technology is playing a central role in improving customer experience. Anna Richardson Taylor finds out how retailers are using it.
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AnalysisAnalysis: Superquinn’s Feargal Quinn - setting the right retail example
In this extract from his new book legendary retailer Feargal Quinn, founder of Superquinn, shares his thoughts on leadership.
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OpinionRetail Surgery: With so many online platforms available, how can I improve customer engagement?
With so many online platforms available, how can I improve customer engagement?
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OpinionComment: Retailers can take valuable lessons from restaurateurs
In New York last week, investment bank Financo’s 23rd successive Annual Forum was attended by 275 elite invitees, including the chief executives of some celebrated global brands.
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OpinionComment: Leading from the shopfloor provides great customer insight
In retail, nothing beats being on the shopfloor to learn from customers and colleagues and it’s important to deliver, day in, day out and, of course, especially at Christmas.
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OpinionRetail Surgery: How do I motivate shopfloor staff when trading in click-and-collect?
How do I keep shopfloor staff motivated if a large part of trade is click-and-collect?
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OpinionComment: Empathy is at the heart of every successful retailer
I’ve spent most of my work life in retail and I’m not embarrassed to describe myself as a shopkeeper. I love shopping, visiting stores and admire how retailers practice their art.
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OpinionComment: Every retailer should know who their customers are
It feels almost odd talking about customer insights being central to a modern-day retailer.
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OpinionComment: Customer insight has never been more important
With competition hotter than ever in retail, and customer loyalty faltering, insight into shopper behaviour has never been more important.
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AnalysisAnalysis: Retailers battle it out to offer first-class delivery
Convenience and speed are increasingly important to consumers when ordering goods, meaning retailers offering the best fulfilment options have a competitive Christmas edge.
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OpinionComment: Matt Davies’ new direction for Halfords
Halfords posts interim results on Wednesday, the first set since Matt Davies was appointed chief executive.
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NewsPets at Home to launch customer loyalty card
Pets at Home will launch its first loyalty card next week to increase sales and gain customer insight.
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AnalysisAnalysis: How Ikea changed furniture retailing forever
As the Swedish giant celebrates its 25th year in the UK, Nicola Harrison looks at how it has influenced the British public’s perception of interior design and its impact on the market.