CX

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?

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…

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.

One of the most common questions that we get asked when meeting clients is, “why do you ask your customer surveys the way that you do?”. Today – I’ll give you the answer, our reasoning, and what we’ve learnt over the years working with some of the best retailers around

There are at least five basic ways for retailers to drive up their revenues...

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.

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...

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?

While there has been much talk about the great shift and existential challenge that COVID-19 poses to retailers, we have heard less about the impact at a generational level.