We take a look at some of the key initiatives you can action to improve the in-store experience…

Ahead of NRF, Georgina catches up with Retail Insider extraordinaire Cathy Hotka.

We catch up with 7 leading retail experts to get their take on the state of customer loyalty in 2021 and beyond…

Huge thanks to Dave Norton & Aransas Savas for inviting Georgina on to the Experience Strategy Podcast to talk all things customer research.

COVID hit retail like a seismic shockwave in March 2020. While much of that year saw the industry scramble to meet consumers’ immediate needs and concerns, the question many are asking themselves now is – what is next?

When it comes to CX – ROI is increasingly a hot topic.  And not always for the right reasons. 

In a previous article, I talked about the danger of measuring improvements to customer experience using just customer experience scores rather than increases in revenue, footfall, conversion rates or repeat visits. I wanted to expand a bit on this with a particular focus on Net Promoter Score (NPS) and why I believe solely relying on it can give a misleading view on actual or future business performance.