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On this episode of Talking Shop we are joined by Peter Cross, customer service expert and co-author of Start With The Customer. With over 30 years at the crossroads of retail, brand and customer insight, Peter shares the moments that shaped his thinking, the patterns he sees in winning organisations, and the mistakes those that are struggling keep repeating. We also dig into his golden rules of service, building real service culture, employee engagement, and one simple change retailers can make tomorrow to impress customers.

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Flannels has announced the launch of its new rental strategy, in partnership with rental platform Hurr.

It has revealed that customers will be able to rent out items for a period of 4, 8, 10 and 20 days directly from its online store. This will be followed by the launch of a physical space in its Liverpool flagship store in 2023.

The new platform will house an expansive range of women’s ready-to-wear and accessories as the retailer aims to fit it in the online clothing rental market.

It is the latest clothing brand to enter the market, after John Lewis, French Connection and Marks and Spencer all announced rental schemes as companies put a stronger emphasis on sustainability.

Brands include 16 Arlington, Mr Self Portrait, Dion Lee and The Attico.

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