All Customer articles – Page 76
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Opinion‘The era of Covid-forgiveness is over – retail must put service at the top of the agenda’
Shoppers were willing to put up with lower standards of service while they and the retailers they relied on navigated the health emergency. But now, as conditions normalise, they expect better. Good service will increasingly characterise retail success but a poor experience will be punished, argues Luke Tugby.
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DataRanking: The top 20 companies bossing customer service
The Institute of Customer Service has released data ranking the top companies in the UK for customer service. Retail Week explores what the sector could learn from these businesses.
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AnalysisFive critical lessons retailers must heed from golden quarter 2021
The peak Christmas trading period may have been unlike any other but, as Retail Week’s Golden Quarter 2021 report shows, there are consumer trends and behaviours that will have longevity.
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Opinion‘As cost of living climbs, value-for-money battle will make or break retail success’
With consumers across the board feeling the pinch of rising prices, retailers should remember that value for money need not mean cheap, writes George MacDonald
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DataData: Confidence drops as consumers brace for rising inflation
Concerns around the increase in fuel costs, as well as rising inflation and interest rates, led to a decrease in consumer confidence in January.
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NewsPrimark pledges to keep prices low and cuts 400 jobs
Value fashion giant Primark has vowed not to increase prices, despite an inflationary environment, and is to axe 400 jobs.
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Opinion‘Maybe it’s Terry Smith who’s lost the plot – Unilever’s sustainability focus is logical, not ludicrous’
The Fundsmith founder has criticised the extent of Unilever’s sustainability agenda, but investors need to get with the programme or be left behind, writes Luke Tugby.
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Retail VoiceFive ways to boost customer retention in 2022
Yotpo UK managing director Jamie Clohesy has devised some simple strategies for retailers to turn casual shoppers into loyal customers.
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AnalysisHow Currys’ Baldock is preparing to navigate another year of supply chain challenges
Electricals market leader Currys is preparing for another year of supply chain difficulties following a peak period hit by disruption and shortages.
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NewsBoots unveils lower prices in store for Advantage Card holders
Boots has introduced discounted prices on selected products in store for Advantage Card holders.
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Opinion‘Retailers achieved the incredible during Covid – imagine what we can do next’
If 2020 was a year of destruction, then 2021 was one of reconstruction and progress. But 2022 will put this to the test, warns BRC chief executive Helen Dickinson
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AnalysisFacebook dominates marketing spend with TikTok gaining ground, 59 CEOs reveal
Retailers are ploughing marketing spend into social networks to reach consumers in the digital spaces where they spend their time, a new Retail Week report reveals.
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AnalysisThe most bankable retail trends of 2022
With Christmas 2021 now over, Retail Week unpacks the key consumer trends and asks what they could mean for the golden quarter in 2022.
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Retail VoiceThe supply chain situation room: managing January returns
Retailers must ensure their returns experience is as slick as possible says Akash Gupta, chief technology officer at GreyOrange.
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AnalysisAnalysis: Next boss Wolfson’s five key questions that will shape retail in 2022
Next beat expectations over Christmas but chief executive Lord Wolfson, one of the industry’s most respected leaders, said that working out prospects for the year ahead was “unusually difficult”.
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NewsOnline shopping drives 2021 consumer spending above pre-pandemic levels
A surge in online shopping, pet ownership and streaming subscriptions saw consumer spending in 2021 surpass 2019 levels.
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Retail VoiceTesting 1, 2, 3 – reducing the risk of marketing messaging
Greg Petro, chief executive of First Insight, highlights examples where brands have misjudged the mood and harmed their reputation.
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DataData: Weekend footfall slumps as Omicron dampens last-minute Christmas sales
Surging cases of the Omicron variant have hit retail footfall and dampened any hopes of a sales surge on the last weekend before Christmas.
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AnalysisFive unmissable insights from Retail Week Live to lead you into 2022
At Retail Week Live 2021, leaders from all corners of the sector spoke on topics such as sustainability, the future of work, customer-centricity and experience, as well as looking ahead to the metaverse, livestreaming and gaming