CX

In Parts 1 and 2 of our Inflation Report, we looked at the cross-generational impacts of inflation and how global price rises on daily necessities are impacting consumer habits respectively. 

In Part 3 of the report, we turn our eye to how inflation is leading to a new consumer mindset overhaul - one less inclined to discretionary purchases, yet at the same time more willing to potentially try new retail options. 

While it would be nice to say it’s been a long time since retail was met with a singularly dominant challenge, the global cost-of-living crisis has picked up the reins from where COVID-19 left off. 

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

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