How much stock should we put into customer feedback? STEVEN VAN BELLEGHEM argues that the time has come to dig deeper into the feedback you receive from your customers. Read more »

The best customer experience strategy encourages a bold vision and takes all staff along for the ride, writes STEVEN VAN BELLEGHEM. Read more »

Brands are striving relentlessly to improve the customer experience with big data and new digital technologies. STEVEN VAN BELLEGHEM peers into the crystal ball and predicts how shopping will evolve even further in the years ahead. Read more »

Retailers require a mix of human services and new technologies to meet the needs of today’s demanding consumer. STEVEN VAN BELLEGHAM reports. Read more »

As online shopping increases, STEVEN VAN BELLEGHEM says that customer relationship remains an important driver of loyalty – and retailers can boost it by understanding consumers’ digital expectations. Read more »

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