United Colors of Benetton’s London flagship on Oxford Street marks a significant change of pace for the Italian fashion brand. The retailer has incorporated informal, hi-tech spaces into the three-storey space, as well as a knitwear theatre … Continue reading
Today’s headlines are ablaze with privacy scandals and consumer demand for transparency in data collection. From Facebook to Amazon, we aim to bring down giants for perceived intrusions on our autonomy. These are powerful political concepts that dominate … Continue reading
A recent report from Gartner found that a large majority — 81% — of customer experience (CX) leaders predict they will compete mostly or entirely on CX. However, less than half of those responding have established the rationale for … Continue reading
One school of thought among customer service managers today is that it doesn’t pay to wow your customer. Instead, it is more desirable — and more cost effective — to “meet expectations.” Regardless of whether you agree or disagree … Continue reading
Authentic. It’s a term that retailers are using increasingly to describe how they aim to be and communicate with customers. It’s also a word that customers use to describe their ideal retailer. Shoppers’ expectations have changed. It’s no … Continue reading
Retail exists in an ongoing tension: how to run retail profitably without forfeiting its heart – to meet people’s needs and bring joy. Unified technologies are integral in this balance, offering a truer picture of your business and … Continue reading
Effects of data-driven curation on discovery experiences Remember when a trip to the store could yield a new discovery — an unplanned purchase but one that delighted the customer? Ecommerce handles specific shopping needs seamlessly and efficiently: Search … Continue reading
When companies describe themselves as having “excellent” customer service, the claim sounds user-centered but too often it’s actually just a company-centered focus trying to position themselves as user-centered. Those companies are generally concerned with efficiency and reducing costs first and foremost, and … Continue reading
Pleasing shoppers is simple: Give them what they want. It’s simple… it’s just not that easy. Here are three things every retailer needs for controlled inventory that helps you get customers the goods for which they come to you. … Continue reading
Oh, that elusive “seamless” customer experience. So many retailers are on the hunt for this. Often, they look to modern self-service solutions for help. But the totally automated experience is likely to seldom please every shopper. And while … Continue reading
