All Customer articles – Page 94
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AnalysisStrategic report: Kingfisher and Hotel Chocolat among retailers reimagining CX for 2021
Five senior retail leaders – from Kingfisher, Hotel Chocolat, QVC, Waterstones and Seasalt – have revealed how the pandemic-fuelled rise in online shopping has sped up their digital strategies.
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AnalysisAnalysis: What could the end of duty-free mean for retail?
Duty-free shopping will come to an end as part of the government’s Brexit plans, which has unwelcome implications for the retail industry.
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OpinionPeter Williams: ‘A second wave, curfews, empty offices – is this as good as it gets?’
By now we had all hoped that there would be a predictable path back to some kind of steady-state resembling where we were pre-Covid.
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VideoWatch: Dunelm inspired by lockdown ‘home truths’ for new campaign
Homewares retailer Dunelm has launched a new ad campaign inspired by its customers’ “home truths” during lockdown.
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AnalysisDeep dive: A Covid Christmas – how consumers will spend, shop and celebrate
Much like the rest of 2020, this Christmas will be like none in recent memory. With the country now in recession and the coronavirus pandemic still restricting many aspects of people’s lives, Retail Week asks how, where and on what shoppers are likely to spend this Golden Quarter, along with insights and predictions from leading retailers and industry analysts.
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Opinion‘As shoppers flock online, investors are following’
The Issa brothers’ £6.8bn swoop on Asda may be an exception that proves the rule. While the forecourt convenience retail entrepreneurs have put their money into a primarily bricks-and-mortar business, other people’s cash is increasingly going elsewhere.
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AnalysisConsumer 2021: Lean into empathy for a customer experience shoppers will trust
Retailers must get to know their customers on a deeper level and approach interactions with empathy in order to thrive in a post-Covid landscape, according to customer experience experts.
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Opinion‘Retailers can play crucial role in stemming tide of social deprivation’
British retailers’ benefits to the health and wellbeing of society has never been properly valued.
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Retail VoiceConsumers trust brands over governments to protect health and environment
Brands have the ability to enable and empower significant change, and it will be the ones who take these steps that prosper in 2021 and beyond.
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NewsScrapping tax-free shopping for tourists will hit luxury sector
Chancellor Rishi Sunak has announced that the tax-free shopping scheme for non-EU tourists will come to and end on December 31.
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AnalysisResearch: Five leading retailers reveal their 2021 CX strategies
Leaders from Seasalt, Hotel Chocolat and more have revealed how, and where, they will be investing in customer experience to future proof their businesses for 2021 in Retail Week’s latest report.
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NewsTesco and Morrisons reinstate rationing as stockpiling concerns mount
Tesco and Morrisons have reinstated rationing of essential products amid fears that customers are starting to stockpile again.
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OpinionIan Shepherd: ‘Don’t wall off data inside the marketing department’
In more than one high street retailer I’ve heard the same thing. “Oh, yes, we do data science stuff – it’s over there in the marketing department where we decide who to email”.
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NewsConsumer confidence climbs in September but new restrictions loom
Consumer confidence rose in September as people began to return to offices, shops and restaurants.
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AnalysisConsumer 2021: Five ways to get the future shopper spending more with you
The way people shop has undergone a total transformation this year with retailers having to take heed and step up. Retail Week scrutinises the business characteristics required by retailers to cater for the new consumer.
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Analysis100 days since stores reopened: 10 key lessons retailers have learned
Today marks 100 days since retailers were allowed to reopen their stores following lockdown – and the retail landscape has changed dramatically. Retail Week analyses the key lessons retailers have learned since June 15
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AnalysisConsumer 2021: How to better serve the new ethically aware consumer
As consumers increasingly turn to retailers that align with their social, political and ethical values, how should brands be reacting to this sea change in attitude?
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Retail VoiceConsumer 2021: How must retailers adapt to changing customer journeys?
With consumer confidence struggling to get back on its feet in this post-pandemic world, it’s more important than ever to examine how shoppers find, choose and interact with retailers, says Reputation.com’s Anthony Gaskell.
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AnalysisConsumer 2021: Find out what the future shopper really wants
With 2021 just around the corner, we get under the skin of the consumer and reveal what this means for retailers’ strategies in the year ahead.