From the author
Analysis: We need to chat about chatbots
Studies show that as AI-driven customer service tools become more human-like, retailers must be mindful of how they affe...
Opinion: Do consumers really shop in the name of love?
Brand love is associated with positives like customer loyalty. But does it generate those outcomes or is it just somethi...
How to walk the fine line between privacy and personalisation
For retailers, there is no question data has value. But focusing only on the value of data to retailers ignores half the...
Revealed: The science behind Aldi’s Special Buys strategy
The incredible popularity of these promotions is no accident. They tap into powerful desires that can make a simple purc...
Why you don’t need discounts to appeal to price-conscious customers
Lower prices are great for consumers, particularly those who have been hit hard from Covid. Yet, there are risks for ret...
When things go wrong: The cost and opportunity of customer service failures
The research shows that if brands respond to a service failure in the right way, the whole encounter can become a positi...
Analysis: A look inside the store of the future
Since Covid, the goalposts have shifted in terms of what physical retail excellence looks like.
Inside retail’s fragmented future
Suburban shopping centres versus CBD stores. Convenience versus experience. High versus low income earners. Here are som...
Omnichannel retail: Is it really the answer?
Often seen as the holy grail of modern retail, omnichannel may not actually deliver the value that so many expect.
Opinion: Rethinking cart abandonment
Our contributor Dr Jason Pallant reveals what you might be getting wrong about cart abandonment.
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