Retail is constantly transforming, with self-service checkouts, the unmanned grocery store and ‘click and collect’ providing prime examples of the innovative ways in which technology has enhanced retail operations. Yet the systems that sit behind this frictionless shopping experience, with their complex layers of customer data, present a compelling and valuable target for cyber criminals. […]
“The customer is always right” has long been every retailer’s mantra. But with more stock and larger stores to maintain and manage, focusing on customers can be tricky amongst the operational requirements retail staff face daily. Customers are easily attracted through floor tactics such as in store events, having more dynamic in-store experiences and personalized […]
What is the best way to stand out in a highly regulated market where largely the same product offerings are available to every consumer? And most important, how do you maintain customer loyalty in such a commoditized market? This is the challenge for the world’s retail banks. Many would argue that exceptional customer service is […]
According to Riepl’s law – a hypothesis that was formulated by the German journalist Wolfgang Riepl – new, enhanced types of media will never make existing media types disappear. For example, the radio, won’t replace the newspaper. Instead, what happens is more of a convergence that often leads to a different way of using old […]
In the recent research we undertook with retail research specialists Ipsos and GfK, some of the most striking findings relates to the importance that convenience plays in the shopping experience. The ability to find products on clean and tidy shelves, try clothes on without waiting too long and in pleasant surroundings, return items efficiently and […]
E-commerce has dramatically changed how people shop, and led retailers to rethink the role of their stores. With change being a constant and continually accelerating, there is truly only one way to learn what shoppers want and expect their shopping experience to be like and that is by asking them directly. Together with retail research […]
