Retail CX Strategists, Tracey Pankhurst & Chris Sparling, explain why online customer feedback is crucial to retailers’ CX programmes.
Challenge After a change in leadership in 2015, Westfield Group changed strategy to drive organic growth rather than growth via acquisition. The challenge was that each centre was defining its own customer experience and this led to short term profiteering. Therefore, the goal was to shift the company’s focus to build a culture of customer-centricity. […]
Over the years, Google has taken significant steps to uplift the LGBTQ+ community, such as giving businesses tools to show their own support on their Google Business Profiles. But many businesses are unaware of how they can use their listings to be more inclusive to LGBTQ+ customers. Following are a few tips that are easy […]
Retail employees are quitting their jobs in record-shattering numbers. We break down how retailers should respond to maintain their reputations.
Black Friday is a vital part of the holiday shopping season, but it's not the only thing that matters. We examine how the retail holiday has evolved.
Retail is roaring back from a time of turmoil. Businesses are innovating by making shopping safer, convenient, and more fun at the same time. As shoppers return to physical stores, what do they think of retailers? Our 2021 Retail Reputation Report provides answers. Download the Report to Find Out An exclusive ranking of retailers in […]
The holiday shopping season is a critical time for retailers. We break down how retailers can manage their customer experience during this time.