Steve Dennis, is a top 10 retail influencer, world renowned keynote speaker and lecturer and Forbes columnist. With the recent publication of his first book Remarkable Retail, we sat down and talked through the ideas within, and some of Steve’s influences along the way.
Category: Insights
13 retail experts on life after COVID-19
While many retailers have been focused on the fundamental necessities just to keep operations running over the last few months, as we start to look towards a world in which stores are open again, the question arises, what will be waiting for us on the other side? We went out to some of the finest…
Why is it so hard to prove the ROI of CX?
Ask any CX professional. Proving the direct ROI of what you do can be hard work. Any number of reasons can be given for this. Lack of executive support. Unclear objectives. Or as is often the case, no clear way to link action to finances. Alyone Medellyan, co-founder of AI-startup Thematic, identified three key issues…
How To Make Customer Analytics Work For Your Business
Last week, we looked at how customer experience programs are failing the needs of modern retail. Today we’ll look at how a new generation of customer analytics is changing this. But first a quick recap. Modern CX falls down for four key reasons: No connection to revenue – CX programs show no link to what…
Why Customer Experience is Failing Your Business
In 2019 the term customer experience was mentioned over 2,500 times on US earnings calls, x5 more than 2008. While this growth has been praised as positive by the industry, for the average shopper, the real question remains – what’s in it for me? In May, The Wall Street Journal published an article called ‘The…
What can the last US election teach us about Retail in 2020?
Could an unrecognized phenomena be at the heart of the ‘retail apocalypse’?
How to make the most of the holiday season – a retail guide.
While it may feel like the holiday season is still a little while off, it’s a given truth of retail life that the season tends to creep up earlier and earlier each year. While for some, this might be enough to make you want to exclaim ‘Bah Hambug!’, the fact of the matter is holiday…
3 CX Improvements To Drive Revenue Growth
We recently submitted a guest blog post for our fantastic partners Retail Pro about three simple customer experience tactics you can implement to drive revenue growth for your business. Because we’re generous, we’ve decided to share the intro of the article here, enjoy this taster and be sure to click through for the full read…
The Influencers: Andrew Busby
Second up to bat in our new series The Influencers, we were lucky enough to speak to the fantastic Andrew Busby. Having worked in the retail industry for over 20 years, Andrew’s time is now primarily spent working as a retail analyst, writer and keynote speaker. As the principal and founder of Retail Reflections, Andrew regularly…
The Influencers: Nicole Leinbach Reyhle
In the first of a brand-new series, in which we talk to some of the leading thinkers and influencers working in retail today, we are delighted to introduce Nicole Leinbach-Reyhle to the TruRating hot seat. As the founder of Retail Minded – an independent publication founded in 2007 – Nicole has been recognized by companies including IBM,…
Leaving a Lasting Impression: Traditional vs. Digital Marketing
Modern Marketing: A Digital Love Affair Good data is the foundation upon which strong marketing decisions are made. The more data at our fingertips, the more targeted we can get. Which goes some way to explaining the contemporary marketer’s infatuation with all things digital. Digital is steeped in data. The ability to A/B test every…
The Art of the Survey
Customer Experience Icon Shep Hyken, was kind enough to feature a guest post from Georgina on his wonderful blog recently over at Hyken.com. A fantastic speaker and all-around nice guy, Shep has authored several NYT bestsellers including his most recent opus The Convenience Revolution. For daily doses of CX wisdom, we highly recommend following Shep…
What is social proof and why is it important in marketing?
The history of social proof Social proof as a concept has been around for quite some time. Psychologists were describing it decades ago (perhaps most notably Robert Cialdini in his 1984 book Influence: The psychology of persuasion). However, it’s only recently that we’ve seen it become the focus of intense interest from marketers – particularly…
RetailEXPO 2019 Wrap-Up – what we learnt.
RetailEXPO has fast become a highlight in the European retail calendar and this year’s event was another fantastic showcase for the latest in technology, design and innovation. We were absolutely thrilled to play an active part in the show this year, with TruRating founder Georgina Nelson speaking to a packed house on the Marketing +…
How to put Customer Experience Theory into Practice
A recent report by Bain & Company contained the somewhat shocking statistic that while 80% of businesses believe they provide a ‘superior proposition’ only 8% of their customers agree. For those in the retail business, this highlights one of the key challenges facing the industry today – how to close the gap between the service…