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customer experience

customer experience Archives

Most companies can’t keep up with ever-increasing customer expectations, study shows

There is a widening gap between what customers expect and what companies can deliver, study shows.

Why retail basics are the key to a great customer experience

Why being a great retailer is fundamental to the customer experience.

Is it time to ditch the NPS?

The NPS was launched in an era before Facebook, Instagram, LinkedIn and Snapchat. Is it still relevant?

The surprisingly rude downside to modern technology

Is new technology turning customers into modern-day monsters?

The six pillars of customer experience

Retailers need to provide a consistent strategy to drive customer experience and loyalty.

Customer First. Second. Third. And fourth.

What retailers could learn from a government centre and a car park.

Hope is not a strategy

Retailers need more than hope to change their trading results.

Creating an excellent customer experience

There are common threads for organisations that have moved the needle from poor customer experience towards industry lea...

Report: Aussie retailers need to up their omnichannel game

Groceries sector leading the way for digital experience, according to new research.

How shops use tricks to get you spending

Many well-known businesses make use of psychology to connect with customers and increase sales.

Myer gets up close and personal

Department store retailer puts aside battle with Premier Investments to launch new initiatives.

Are your staff ‘killing it’, or killing your business?

One of the most important components of any successful retail business is its frontline staff.

David Jones launches premium tech division

Department store retailer looks to elevate electronics experience.

Sophistication over price

Luxury department store Harrods is looking to harness old-fashioned values and focus on providing a shopping experience ...

Who’s spending money and who’s just wasting time?

Retailers talk about loss prevention, but with so much at stake what about abandoned sales prevention?

Retail would be much easier if you didn’t have to deal with those damn customers!

How blind and inflexible process adherence is destroying customer relationships.

Revealed – the future of the retail store

Customers are searching for an equal balance between human interaction and technology.

Ray Ban transforming optical retailing

Brian Walker looks at the iconic brand's flagship store in SoHo.

Forget digital and brick and mortar: Think customer experience

Why taking price out of the equation and re-thinking CX can help avoid 'Death by Amazon'.

Are marketing initiatives destroying the customer experience?

Retailers need to remove the rose tinted spectacles and question the practicability of ivory tower initiatives.

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