Customer Feedback
This coverage examines the role of customer feedback in shaping UK retail strategy and performance. Reporting highlights methods of gathering and analysing feedback, its impact on product development, service improvement, and customer loyalty, and how retailers adapt to changing expectations. Insights are tailored for professionals using feedback to enhance operations and competitiveness.
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Jul- 2025 -15 JulyAdvice
Using AI to modernise CX in retail
The retail sector is at a crossroads. At a time when products and prices can often be easily matched, it is increasingly the customer experience that sets brands apart. Research has shown that companies that prioritise customer experience see revenues typically grow 4 – 8% above competitors1. Whether browsing in-store…
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Jun- 2025 -19 JuneFeatures
The price of stars: what the DMCC Act means for fake reviews
At one point online reviews used to be a grey area, but with the arrival of the Digital Markets, Competition and Consumers Act 2024, the UK has taken a decisive step into a new enforcement regime. Fake reviews, paid praise, and review hijacking, which have long been brushed off as…
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Jan- 2024 -22 JanuaryNews
Retailer’s guide to post-purchase customer engagement
Thank You Goes a Long Way The first step in post-purchase engagement is simple but often overlooked – say thank you. Send a personalised thank-you email or message shortly after the purchase. Express your gratitude and reassure customers that their business is appreciated. This not only makes customers feel valued…
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Dec- 2023 -6 DecemberAdvice
A Practical Guide to Storefront Renovation and Branding
In the highly competitive retail landscape, a visually appealing and inviting storefront is your first opportunity to make a lasting impression on potential customers. Storefront renovation, when done right, can not only enhance the aesthetics of your retail space but also strengthen your brand identity. This practical guide will walk…
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Nov- 2023 -23 NovemberAdvice
Experiential marketing: driving engagement in-store
Understand experiential marketing Start with a clear understanding of experiential marketing and how it differs from traditional retail approaches. Experiential marketing focuses on creating immersive, memorable experiences for customers. Define your objectives Clearly outline your goals for experiential marketing. Do you want to increase foot traffic, enhance brand loyalty, promote…
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14 NovemberAdvice
A guide to SMS marketing
Comply with regulations Ensure compliance with SMS marketing regulations, including obtaining proper consent from customers before sending marketing messages. Build your SMS subscriber list Encourage customers to opt in to your SMS marketing by offering incentives like discounts, early access, or exclusive content. Segment your audience Divide your SMS subscriber…
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Oct- 2023 -13 OctoberAdvice
A practical guide to customer feedback
In the dynamic world of retail, customer feedback is a priceless asset. It provides invaluable insights into customer preferences, pain points, and expectations. By gathering, analysing, and acting on customer feedback, retailers can enhance their products, services, and overall customer experience, leading to increased loyalty and profitability. Establish clear feedback…
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Jul- 2021 -14 JulyAdvice
Closing the feedback gap during the rise of eCommerce
Gone are the days where online retail was solely for large resellers. With more brands launching online versions of their stores over recent years, shoppers have seen huge growth in e-commerce. A boom further caused by the COVID-19 pandemic, pushing people to shop online, rather than in-store. With this trend…
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