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customer service

customer service Archives

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...

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...

Inside Accent Group’s new customer experience centre

The Australian footwear giant has built a new space in its head office dedicated to helping the CX team innovate and thr...

Does your customer service translate across cultures?

Diverse cultural peoplescapes are difficult to navigate, and the task can often appear harder than it actually is.

How to turn around an angry customer

Sometimes things don’t go to plan and bad customer experiences happen, but all is not lost if you know what next steps t...
jewellery luxury retail

Why luxury retailers must go above and beyond on service

The luxury consumer, in particular, needs to feel valued. Appreciated. And it does take a certain skill set to make that...

Take a deep breath: Here’s how to deal with an angry customer

It’s more important than ever to equip your team with the right training and techniques.

Service trumps all in post-Covid retail world

Customer service has become the main driver of retail sales and brand loyalty in the post-Covid Australian retail world....
A Gucci store with a bike at the front.

Opinion: Is luxury over?

It's an overused word and in the current climate, what does it now mean to consumers?

Online shoppers express anger over poor customer service

Global Retail Brands is facing a slew of negative online reviews over slow deliveries and missing items.

Invest in CX – but not for CX sake

Customer experience strategies are about more than the 'fun' stuff - so why are retailers still getting it wrong?

Long wait times driving bad customer service experiences

New report reveals business impact of bad customer service.

AI improves customer loyalty and revenue

The implementation of AI has led to improved revenue for 70 per cent of research respondents.

Is it time to ditch the NPS?

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

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.

The end of customer service

Is it any small wonder that we are witnessing the end of a retail era?

When the smoke clears, it’s all about product and experience

The management view that everything can be cut down to ‘international benchmarks’ is formulaic nonsense.

Customer service: a spontaneous echo

No amount of indoctrination will enthuse demonstrable passion from team members unless there is meaningful engagement.

Retail – no place to hide

Why retail is, and always has been, an open and honest industry.

Customer services biggest mystery

Debunking the appraisal of customer experience, as a result of cumulative averages and aggregates.