The explosion of choice that has come with e-commerce is raising expectations.
Birdsnest is growing its customer base by inviting them behind the scenes.
New survey sheds light on disconnect between brands, customers.
There is a widening gap between what customers expect and what companies can deliver, study shows.
Why being a great retailer is fundamental to the customer experience.
The NPS was launched in an era before Facebook, Instagram, LinkedIn and Snapchat. Is it still relevant?
Is new technology turning customers into modern-day monsters?
Retailers need to provide a consistent strategy to drive customer experience and loyalty.
What retailers could learn from a government centre and a car park.
Retailers need more than hope to change their trading results.