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One size doesn’t fit all: A great customer experience needs to factor in both customer and brand requirements

One size doesn’t fit all: A great customer experience needs to factor in both customer and brand requirements

parcelLab founder and CEO Tobias Buxhoidt and guest speaker Emily Pfeiffer, Senior Analyst at Forrester discuss in a new webinar how putting the customer’s needs first enables retailers to reap the benefits of an engaging post-sales customer experience that breeds loyalty.  Retailers need to step into their customers’…

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When silence isn’t golden: 6 tips for reducing WISMO

When silence isn’t golden: 6 tips for reducing WISMO

Surely you’ve heard about WISMO? This acronym maybe hasn’t quite made its way into every retailer’s vocabulary yet but it is something that all online shops have to deal with on a daily basis, and it’s becoming more and more popular in the world of…

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Track & Trace shouldn’t be a cop out, it’s time for retailers to take control

Track & Trace shouldn’t be a cop out, it’s time for retailers to take control

Ask any retailer what the most important part of their online retail strategy is, and I bet the phrase ‘optimal shopping experience’ comes up. Retailers claim they want to offer their customers an optimal shopping experience, but sadly few deliver on this promise. Many think…

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Bakers Basco equipment recovery visits up 112% year-on-year

Bakers Basco equipment recovery visits up 112% year-on-year

Bakers Basco, the membership scheme set up by five of the UK’s leading plant bakers to provide and manage an industry wide bakery equipment solution, has reported a 112% year-on-year increase in visits made by its dedicated recovery team to reclaim equipment which has been delayed, lost or stolen, causing…

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Would a new green delivery charge really impact the customer experience in retail?

Would a new green delivery charge really impact the customer experience in retail?

If COVID-19 taught us anything about shopping habits in the UK, it’s that consumers didn’t let the closure of high street stores stop them from spending money. The e-commerce boom that we saw during the three month lockdown put extra pressure on online shops to…

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Post-purchase comms will be key to Poundland’s new online delivery success

Post-purchase comms will be key to Poundland’s new online delivery success

Given the massive impact of coronavirus in the world of retail, it comes as no surprise that discount chain Poundland is planning to trial a new online delivery service next year as part of its ‘biggest ever transformation’. We’ve seen first-hand how important online delivery has been…

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Life through COVID-19: The 5 C’s to getting people flying again

Life through COVID-19: The 5 C’s to getting people flying again

“So, what do you do for a living?” “I work at the airports.” “Oh, well it must be a very quiet time for you at the moment…” This is a scenario I’m sure many industry peers and colleagues, like me working in the aviation sector,…

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parcelLab marks 5th anniversary by announcing raft of new hires as part of its expansion strategy

parcelLab marks 5th anniversary by announcing raft of new hires as part of its expansion strategy

parcelLab, the post-purchase and operations experience specialist founded in Germany in 2015, has almost doubled its headcount with a raft of new hires to support its expansion efforts both in the UK and globally. The announcement, which comes on the same day as parcelLab celebrates its 5th anniversary, is a…

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Why Travel Retail has got to go ‘Back to Basics’

Why Travel Retail has got to go ‘Back to Basics’

As much as I would love to be able to gaze into my magic crystal ball and predict that in a month’s time everything in the world will be back to “normal”, we all know that can never happen. In fact, if crystal balls were…

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The race is on to find the digital sweet spot in travel retail… but it’s still far from the finish line

The race is on to find the digital sweet spot in travel retail… but it’s still far from the finish line

There’s no denying that digital emerged as the “lockdown hero”. How would we have gotten through three months of being confined to our homes without our weekly Zoom business meeting to stay connected with colleagues, the daily dose of celebrity couples performing skits on TikTok…

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