• Selective customer service: Retain or they’ll refrain!

    Selective customer service: Retain or they’ll refrain!

    By Stephanie Cornwall, Editor In a retail world led by consumers, customer service is everything. Just one small move in the wrong direction can determine whether or not a retailer will maintain a consumer’s loyalty or prompt them to take their custom elsewhere. One classic example of this is a trip I made to my

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  • The Last Word

    The Last Word

    By Liz Richardson ‘Open all hours’ is the proud boast of the most common retail format in the UK, the ever-present corner shop. But many brands seem to have forgotten the powerful influence that these neighbourhood stores exert, closing the door to working with hem effectively. The humble convenience store is a format that’s under-appreciated,

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  • From The Consumer

    From The Consumer

    By Danielle Pinnington One of the first things I learned when moving from consumer to shopping insight was the need to really interrogate data. The days of a nice easy preference measure between the red pack and the blue pack, or 99p versus £1.09, were long gone. Instead I entered a minefield of trying to

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  • International focus

    International focus

    By Stephanie Cornwall In this issue’s international focus, we highlight some of the mergers and acquisitions taking place globally. Labelling, pharma, films, coatings and cartonboard are all likely to see some developments with the latest changes in ownership. The owner of Treofan Holdings GmbH, the Italian investor M&C, has announced the sale of the Treofan

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  • Innovation Innovation

    Innovation Innovation

    By James Pepper What could be better than spending a mere 60 seconds to grab a drink, a sandwich and a bottle of wine for the evening without having to pay on your way out? This is the new world of convenience ushered in at that famous Amazon Go store in Seattle. Now anyone can

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  • IN DESIGN

    IN DESIGN

    MARTIN BUNCE takes a look back over some of the design topics highlighted over the past year and gives us chance to reflect

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  • From The Consumer

    From The Consumer

    There has been much talk of the Little & Often grocery shopping trend: At the start of 2017 we saw a continued increase in the proportion of shoppers who had abandoned weekly main shops in favour of shopping little and often, rising from 11 to 16%. In January however, there was no change in that

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  • Innovation Innovation

    Innovation Innovation

    By James Pepper Making predictions about retail is always a dangerous game. Many retail analysts were, for example, surprised by the good trading figures returned by Next, Sainsbury’s and Morrisons for the festive period. At a time of squeezed incomes, this was not expected. But trading figures aside, what should we expect to see in

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  • International News

    International News

    By Stephanie Cornwall Global manufacturers and retailers have made a successful start to the new business season, and the next month has more events and award dates for diaries. Christmasworld, Paperworld and Creativeworld consumer-goods fairs, as well as at Floradecora, the floral market place, attracted around 87,000 visitors from 162 countries, an increase of 2%,

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