NRF 2020: Key Takeaways

It was a vintage year at #NRF this time round, despite the floor perhaps being a little lighter than some … More

Has an experience-focused HMV found its mojo again?

For those with an interest in the retail landscape, the opening of HMV’s flagship store the Vault presents yet another … More

With the opening of not one but two ‘product-less’ concept stores (Nordstrom Local announces openings in New York), it seemed timely … More

Top retail influencer and friend of TruRating Andrew Busby, recently celebrated the publication of his first book: Harry Was Right All … More

In ‘shock of the week’ news Nordstrom, announced that it will be accepting returns from two major department store rivals … More

Making Sense of CX In today’s information overload world, while it may feel like access to near anything imaginable is … More

While there has been a tendency to paint e-commerce as the thorn in the side of traditional retail, a recent … More

Typical – you wait an hour for one article about the inadequacies of our current methods for measuring retail performance, … More

NPS was developed by an employee of Bain & Co consultancy in 2003, to provide a way to measure customer … More

It’s all over the news about Amazon and fake reviews and yet—is it really news? Amazon does its best to … More

I’m 7-ish. NPS, or Net Promoter Score, is a tool companies use to measure customer loyalty. It’s based on the … More

52% of senior leaders believe customer experience is the “most important way” to differentiate their brands—that’s great, but many brands … More

For those of us who’ve been a part of the UK retail industry for any length of time, April headlines … More