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Shrink or grow? Predictions for online retail in 2022
Pandemic restrictions have undoubtedly given a boost to uptake of online retail channels. But what happens once the lock...
Wait minute. Here’s why surveys and focus groups aren’t dead yet
Access to a seemingly endless stream of computer-collected information about consumer behaviour has left some low-tech m...
Analysis: We need to chat about chatbots
Studies show that as AI-driven customer service tools become more human-like, retailers must be mindful of how they affe...
Opinion: Do consumers really shop in the name of love?
Brand love is associated with positives like customer loyalty. But does it generate those outcomes or is it just somethi...
How to walk the fine line between privacy and personalisation
To make the most of what you collect from your customers, you must understand what value personalisation holds for them,...
Revealed: The science behind Aldi’s Special Buys strategy
The incredible popularity of these promotions is no accident. They tap into powerful desires that can make a simple purc...
Why you don’t need markdowns to appeal to price-conscious customers
Lower prices are great for consumers, particularly those who have been hit hard from Covid. Yet, there are risks for ret...
When things go wrong: The cost and opportunity of customer service failures
Research shows that if brands respond to a service failure in the right way, the whole encounter can become a positive e...
Analysis: A look inside the store of the future
Since Covid, the goalposts have shifted in terms of what physical retail excellence looks like.
Inside retail’s fragmented future
Suburban shopping centres versus CBD stores. Convenience versus experience. High versus low income earners. Here are som...
Karens and Covid: How shopfloor staff have changed
From dealing with angry customers refusing to wear face masks to managing toilet paper stockpiling, it’s time the indust...
Rethinking cart abandonment
Our contributor Dr Jason Pallant reveals what you might be getting wrong about cart abandonment.
Omnichannel retail: Is it really the answer?
Often seen as the holy grail of modern retail, omnichannel may not actually deliver the value that so many expect.
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