Industry insights blog

Consumers more confident in how brands handle their data post-GDPR
23 Feb: Consumers more confident in how brands handle their data post-GDPR

Two in five consumers (41%) say they are more comfortable and confident that brands are handling their data correctly thanks to the introduction of the General Data Protection Regulation (GDPR) in May 2018. Furthermore, fewer people find themselves often questioning how a brand got their data in the first place than a year ago, according to the ‘ Consumer email…

Why customer experience is key for loyalty programs
22 Feb: Why customer experience is key for loyalty programs

Research shows that monetary rewards are not the only driver for customer loyalty programs and that increasing experiential rewards provides greater long-term benefits. Loyalty programs are supposed to unlock great value for companies by driving higher sales and boosting brand affinity. So why aren’t they doing this? Although more and more companies now have loyalty programs (they’re growing at 9% a…

New European rules to improve fairness of online platforms' trading practices
21 Feb: New European rules to improve fairness of online platforms’ trading practices

On February 13, the European Parliament, the Council of the European Union and the European Commission reached a political deal on the first-ever rules aimed at creating a fair, transparent and predictable business environment for businesses and traders when using online platforms. Traders selling online via marketplaces, hotels using booking platforms, or app developers are amongst those who will benefit…

B2B Customer journey mapping: Examples from b2b markets
20 Feb: B2B Customer journey mapping: Examples from b2b markets

This paper introduces customer journey mapping (CJM) in the context of customer experience management. It looks at what it is, why we should do it and the approaches that can be used to undertake this. It also explores the importance to any growth strategy of understanding customer interfaces with a company and its brand. The examples cited in this paper focus…

4 keys to retail success from Target CEO Brian Cornell
19 Feb: 4 keys to retail success from Target CEO Brian Cornell

Brian Cornell’s presentation at NRF 2019: Retail’s Big Show had a resonating message: Every decision a company makes should start with an unerring focus on the consumer. The chairman and CEO of Target Corp. outlined four keys to success for the future of retail in front of a packed house, calling out the importance of investing in the business of today…

NRF study says more online shoppers want free shipping
18 Feb: NRF study says more online shoppers want free shipping

Consumers increasingly expect free delivery of items they buy online and are also embracing new options like picking up their online purchases at a local store, according to the latest issue of the quarterly Consumer View report released today by the National Retail Federation. “Consumers want free delivery, and they’re willing to meet retailers halfway to get it,” NRF Vice…

How will delivery, returns and the supply chain change in the coming year?
17 Feb: How will delivery, returns and the supply chain change in the coming year?

How will retail change and develop in 2019? We hear from industry insiders and share their predictions for the year ahead. This ongoing series focuses on a different theme each time, and today we’re looking at operations and logistics, from the supply chain to delivery and returns – and at a time when it’s become more clear that the delivery…