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Retailing in the ‘New Normal’ – is Omnichannel still key?
Following a year that retail isn’t likely to forget – one of the key takeaways was the importance of being digitally prepared. Though much of the attention was focused on the growth in eCommerce, the pandemic showed that the concept of isolated channels is starting to fall apart. While for many Covid played the role…
Re-thinking the Future of Customer Experience (or where McKinsey got it wrong)
Last week saw the release of research by McKinsey into the future of Customer Experience (CX). The main premise stated that using surveys to measure and improve customer experience rarely, if ever, works and that at best the use of surveys should be limited to market research only.
Why Asking One Question is More Than Enough for CX Surveys
A Customer Experience Catch-22 – CX Surveys When it comes to market research and CX surveys, would you rather ask 100 people 20 questions or 2,000 people a single question each? Is the end result the same? Or does one approach provide better results?
Are Consumer Behaviors Changing in Light of COVID-19?
In 2020, the impact of COVID-19 forced retailers to rapid decision-making and advancement like never before. In a year described as ‘The Great Acceleration’ slow to move sectors like grocery saw digital adoption jump 53% in a year.
How to take a departmental approach to your in-store experience
Experiential retail has been a hot topic over the past few years, but in light of the pandemic, much of this innovation has been put on hold as retailers have been challenged by a new set of priorities…
What is a good response rate for customer satisfaction surveys?
Without a constant flow of in-store data, actionable decision-making is near impossible. To deliver here, you need response rates of at least 60-70% daily. So how do you make the jump?
