customer experience Archives - Inside Retail

ANZ consumers have highest expectations in the world: Adobe

The explosion of choice that has come with e-commerce is raising expectations.

Inside the nest: Birdsnest opens its doors to customers

Birdsnest is growing its customer base by inviting them behind the scenes.

Brands say customers are to blame for bad CX

New survey sheds light on disconnect between brands, customers.

Most companies can’t keep up with ever-increasing customer expectations, study shows

There is a widening gap between what customers expect and what companies can deliver, study shows.

Why retail basics are the key to a great customer experience

Why being a great retailer is fundamental to the customer experience.

Is it time to ditch the NPS?

The NPS was launched in an era before Facebook, Instagram, LinkedIn and Snapchat. Is it still relevant?

The surprisingly rude downside to modern technology

Is new technology turning customers into modern-day monsters?

The six pillars of customer experience

Retailers need to provide a consistent strategy to drive customer experience and loyalty.

Customer First. Second. Third. And fourth.

What retailers could learn from a government centre and a car park.

Hope is not a strategy

Retailers need more than hope to change their trading results.