Tag: Retail

What Next for Retail After Worst Year for Quarter of a Century? Four Experts Discuss

The first annual sales drop since 1995 is a blow to British retail, but it’s only the latest in a series of setbacks. In the past 10 years, high street institutions such as BHS, and Barratts and Maplin have toppled...

How Independent Brands can Maximise their CX in 2020

With January comes the opportunity to refocus and set goals for the year ahead – even more so when this coincides with the start of a new decade. For independent retail brands, delivering a better experience to customers will be...

Customer-Centric or ‘Channel-Centric’: Knowing the Difference

With the ongoing advances in digital media, I often see organisations claiming to be “customer-centric”, when in reality they are being channel-centric. In the search for giving the best-in-class Customer Experience, do you understand the difference? With a new decade upon...

How to win Back Customers – After You’ve Already Lost Them

You offered discounts, expedited service, and a weekend at your summer home, but your customer dropped you anyway. Once you finish eating a pint of Ben & Jerry’s in the bathtub, you have two options: move on forever or keep...

Retail and the Data Revolution

What’s really driving the change in how we shop? As we dive head-first into the holiday season, we can expect to see a familiar set of stories about the changing face of the retail industry. Headlines will no doubt focus...

Black Friday Footfall up on Last Year

This year’s Black Friday footfall increased by six percent compared to 2018, despite challenges including Brexit uncertainty. Official data from ShopperTrak shows that overall footfall for the year sits 0.2 percent up against the same period last year. Saturday, meanwhile was expectded to be the...

How can Retailers Keep Customers Coming Back?

It’s fair to say that customer expectations have evolved rapidly in recent years. Across all sectors – public services, transport, even utilities – today’s consumer expects a seamless experience. If this is not delivered, people now have the ability to...

Black Friday: Shoppers set to Shun High Street

Black Friday offers will not be luring a majority of customers to the UK’s high streets this year, with new research showing most will stay at home. Contact centre and CX tech specialist Genesys has released a study on the annual...

Millennial ‘FOMO’: How Your Brand can Benefit

FOMO, or ‘fear of missing out’, has become a phenomenon among the millennial generation. Millennials are spending more, travelling more, and seeking experiences more than any other generation, with Gen Z close behind. Of course, millennial instincts for sharing are...

Rebooting the High Street

The ‘high street’ we used to know simply doesn’t exist anymore. While independent retailers are struggling, household names are also feeling the pressure, shuttering at an unsettling rate. In fact, according to the British Retail Consortium, the number of empty...