All Customer experience articles – Page 67
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AnalysisAnalysis: Halfords’ strategy should put retailer on road to recovery
A recent slump in profits has forced Halfords to reassess its strategy, but the retailer’s new chief executive is confident he knows the best route forward.
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OpinionComment: Price trumps customer service in the battle for online custom
Santander has quietly dropped my ISA interest rate to 0.1%. Irritated, I called them up to move it into another ISA account, which earns all of 2%.
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OpinionComment: WH Smith continues to confound the critics
WH Smith has just received the unfortunate ‘honour’ of receiving the lowest customer service rating in a UK league table of customer satisfaction.
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OpinionRetail surgery: Do I still need to employ store-based sales staff in a digital age?
Do I still need to employ store-based sales staff in a digital age?
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NewsEBay plans to launch click-and-collect service with merchants
Online marketplace giant eBay is to launch a click-and-collect service as it continues to work on its customer service proposition.
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OpinionComment: Retailers should offer a personalised online experience
Being relevant and personal online has never been more important.
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AnalysisAnalysis: Etail ideas for the ultimate user experience
Ecommerce has come a long way in the last decade. Lucy Fisher finds out which retail sites are leading the way from the customer’s perspective.
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OpinionComment: Retail strategy is being overtaken by tactics
Remember when business was all about making a profit, and strategy was the plan to achieve that?
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OpinionComment: Customer focus is the missing ingredient
Once upon a time, a trip to the US gave a foretaste of the future of retailing, in terms of store design and new formats.
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AnalysisInfographic: Why shoppers abandon their baskets
New research has revealed what aggravates shoppers most and makes them abandon their shopping baskets both online and in store.
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OpinionComment: Excellent customer service can never be truly replicated online
There is still one area in which online retail will never truly be able to reflect the in-store experience, that of customer service.
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OpinionComment: Coherence, consistency, and completeness are key
Today’s consumers live complex lives. At every turn, they are bombarded with information and advice.
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NewsHomebase rolls out customer insight programme
Homebase has rolled out a customer insight programme which it says is improving customer satisfaction.
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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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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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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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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.