Customer Experience
This coverage explores how retailers enhance customer experience to drive loyalty and sales, with a focus on strategies relevant to UK retail operations. Topics include in-store and online service innovations, staff training initiatives, omnichannel integration, technology adoption, and evolving consumer expectations — offering insights for executives shaping customer journeys, improving satisfaction, and aligning service with brand values.
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Aug- 2018 -23 AugustAdvice
Taking the uncertainty out of the customer experience
In an age of GDPR and with the increasing threat of fraud, customers don’t just need to trust retailers to store their data securely – this is a standard expectation. They need to trust that retailers understand the pain points they encounter and can find solutions that make their lives…
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8 AugustAdvice
Five ways an omnichannel strategy can improve customer experience
A customer-centric strategy is the only way retailers can remain competitive in a rapidly changing retail environment. How does an omnichannel strategy help retailers deliver a superb customer experience? 1) Omnichannel lets retailers develop a 360-degree view of the customer Retailers need to create a complete view of the customer…
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May- 2018 -17 MayAdvice
Why retailers should be using an omnichannel strategy to transform customer journeys
The basic principle of an omnichannel strategy is that retailers put customers (not platforms) at the centre of their customer communications. Whatever platform or channel the customers wants to use is just fine. The obvious benefit of this approach is that it creates a unified view of the customer. Customer…
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9 MayAdvice
Payments: the defining factor in the customer experience
Perfecting the customer experience is a challenge that gives all retailers sleepless nights. After all, according to Barclays, 55% of consumers have abandoned a purchase due to poor service on the high street. Revenues and in many cases, the futures of businesses, are dependent on strong levels of customer satisfaction.…
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Apr- 2018 -17 AprilAdvice
How retailers can embrace the power of digital
By 2020, customers will manage an estimated 85% of brand interactions without speaking to a human. The prevalence and richness of digital touchpoints means that companies are accumulating a huge volume of measurable information about their customers. This information is power, and leaders are using it to learn from…
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Mar- 2018 -27 MarchAnalysis
GDPR could be the best thing to happen to your customer experience
On 25 May 2018, the General Data Protection Regulation (GDPR) will come into force across the EU. It is the biggest change to data protection laws in Europe since the 1995 introduction of the European Union (EU) Data Protection Directive. Since its creation in 1995, the amount of digital information…
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Feb- 2018 -16 FebruaryAdvice
3 ways retailers can achieve better customer experience
In an ever-more-personalised retail world, where shopper loyalty is driven by the overall shopping journey, businesses big and small need to invest in a holistic customer experience strategy to keep up with customers’ interest. So what key elements should retailers consider when building a sensorial experience? Create the right atmosphere…
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Jan- 2018 -26 JanuaryAdvice
Using RFID to improve the customer experience
Dissatisfied and unengaged customers are an unfortunate part of the retail industry. Poor customer service can result in the possible loss of a sale or diminished brand loyalty. However, what is poor customer service actually costing your business? Dean Frew thinks Radio Frequency Identification (RFID) holds the key. Research from…
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