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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Oct- 2019 -9 OctoberComment
Enhancing the retail customer experience through data
The dawn of modern consumerism means today’s customers increasingly expect products and communications tailored to their individual preferences. Driven by technological advances, and led by digitally-savvy retailers like Amazon and eBay, brands are looking to data analysis to deliver tailored recommendations every time customers open their emails, smart apps, social…
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Sep- 2019 -20 SeptemberHigh Street
Eve Sleep issues profit warning as Simba merger talks end
Mattress retailer Eve Sleep has issued a profit warning, after merger talks with Simba Sleep, first announced on 12 August, have collapsed. The group’s board said it decided that now is “not the right time to pursue the potential merger” and that it was more appropriate to focus on its…
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Jun- 2019 -28 JuneAdvice
Why leveraging fraud prevention data can enhance your customer experience
Ecommerce professionals are constantly measuring success by focusing intently on click-throughs, conversions and sales. They pay close attention to the cost of acquiring customers and the value those customers bring to the business. Sometimes it seems the entire retail game is about turning browsers into buyers. And that makes sense.…
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Feb- 2019 -1 FebruaryAdvice
Reduce waiting times and improve customer experience
It is no secret that competition among brick-and-mortar retailers is at an all-time high. Even after a relatively busy Christmas period, the high street has seen a number of store closures, with M&S and House of Fraser among the major names to announce swathes of their portfolios shutting their doors.…
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Oct- 2018 -16 OctoberAdvice
How the ‘customer experience’ can improve inclusivity in-store
Next month, a number of British retailers including Asda, Marks and Spencer, Sainsbury’s, Barclays and Argos will be coming together in aid of ‘Purple Tuesday’ – the first accessible shopping day in the UK. Co-ordinated by the disability organisation Purple and endorsed by the government, Purple Tuesday is all about…
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1 OctoberAdvice
Online retailers and the battle for e-commerce customer experience
The digital experience is becoming increasingly integral to the retail industry, and with the holiday period on the horizon, it’s particularly essential for retailers to ensure a smooth customer journey. Online retail success during the peak traffic season can depend on the ability to monitor cloud-based components, from (Domain Name…
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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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