Global Retail Brands is facing a slew of negative online reviews over slow deliveries and missing items.
Customer experience strategies are about more than the ‘fun’ stuff – so why are retailers still getting it wrong?
New report reveals business impact of bad customer service.
The implementation of AI has led to improved revenue for 70 per cent of research respondents.
The NPS was launched in an era before Facebook, Instagram, LinkedIn and Snapchat. Is it still relevant?
Is it any small wonder that we are witnessing the end of a retail era?
The management view that everything can be cut down to ‘international benchmarks’ is formulaic nonsense.
No amount of indoctrination will enthuse demonstrable passion from team members unless there is meaningful engagement.
Why retail is, and always has been, an open and honest industry.
Debunking the appraisal of customer experience, as a result of cumulative averages and aggregates.