Retail Leaders Share Their Customer Experience Secrets

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The retail industry is renowned for leading the customer experience way, with many global brands using customer centricity as a progressive business growth strategy, coupled with the growth and development of technology that enables business leaders to personalise and individualise each and every customer experience in an omnichannel environment. This means that less traditionally customer focused industries are now clambering over themselves to learn the secrets of leading retailers, such as Made.com, Shop Direct, TM Lewin and Whittard (to name a few).

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The retail industry is a global leader in customer experience. However, with technology moving forward as quickly as it is, this is an area which will only continue to grow and become even more crucial in terms of being a brand differentiator.

The retail industry is renowned for leading the customer experience way, with many global brands using customer centricity as a progressive business growth strategy.

Coupled with the growth and development of technology that enables business leaders to personalise and individualise each and every customer experience in an omnichannel environment, this means that less traditionally customer focused industries are now clambering over themselves to learn the secrets of leading retailers, such as Made.com, Shop Direct, TM Lewin and Whittard (to name a few).

So how does Tesco retain loyal customers in an intensely competitive environment? Why is Nespresso’s in-store experience so exceptional and how do they continue to delight customers at every point in the journey? And how does TM Lewin retain its traditional brand values whilst integrating technology into its stores?

These are all questions that have been answered in newly released research from the Customer Experience Exchange editorial team. In the Retail Customer Experience Interactive Store Map leading retail brands reveal how they are staying ahead of the competition with their customer experience strategies.

The infographic, containing exclusive interviews and presentations with brands including Made.com, Shop Direct, TM Lewin, Whittard and Tesco, can be accessed here or requested at exchangeinfo(at)iqpc(dot)com .

This research has been conducted ahead of the Customer Experience Exchange for Retail, which will once again return to London to rock the retail world on 6-8 July 2015. The Exchange agenda features some of the greatest minds in Retail, including:

>> Cath Kidston, IT Director;
>> Swarovski, Retail Director;
>> Bang & Olufsen, Customer Experience Director;
>> Argos, Central Operations Director;
>> NotOnTheHighStreet, Marketing Director;
>> Yo! Sushi, People Director;
>> Hasbro, General Manager UK, Ireland & Benelux;
>> Volvo, Director of Global Network Delivery;
>> Selfridges, Head of Customer Experience;
>> Ann Summers, Head of Retail Experience and many more.

Nick Turner, Research Director for the Customer Management Exchange Network comments: “The retail industry is a global leader in customer experience. However, with technology moving forward as quickly as it is, this is an area which will only continue to grow and become even more crucial in terms of being a brand differentiator. With customers demanding a consistent level of experience and service throughout all touch points, the need to adopt a more customer centric approach is greater than ever. That’s why the forums we host are tailored specifically for our delegates, with only strategic leaders from the world’s most influential brands invited to attend. This has already led to an unprecedented response for the July meeting, and needless to say we’re very excited for what the event has in store”.

For more information or to request your invitation to attend the Customer Experience Exchange for Retail (6-8 July 2015, London) call +44 (0)207 368 9484 or email exchangeinfo(at)iqpc(dot)com.

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For more information about the Customer Experience Exchange for Retail, taking place 6th – 8th May 2015 in London, including the industry leading speakers and latest agenda or email exchangeinfo(at)iqpc(dot)com .

If you are a CXO, VP or Director of Customer Experience within the retail industry or offer a service you feel would add value for Customer Experience leaders, request your invitation today by emailing exchangeinfo(at)iqpc(dot)com.

For more information on solution provider opportunities email or call: +44 (0) 207 368 9484

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Tania Silva-Jones
IQPC
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