Customer Experience
Customer experience is a critical focus for the UK jewellery trade, shaping how retailers, designers, and suppliers engage with clients across physical stores, online platforms, and service channels. From creating seamless omnichannel journeys to building loyalty through personalised service and aftercare, delivering exceptional customer experiences drives sales and strengthens brand reputation. Jewellery Focus provides expert coverage on customer experience trends, innovations, and best practices, helping trade professionals understand how to meet evolving consumer expectations and stand out in a competitive market.
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Jul- 2020 -21 JulyCoronavirus
The importance of bringing the luxury in-store experience online
The jewellery sector as we know and love it has changed beyond recognition. Part of the beauty of shopping for jewellery is being able to touch and try on items before you purchase. The COVID-19 pandemic however has meant this is no longer a possibility, forcing the jewellery sectors hand…
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13 JulyCoronavirus
Footfall suffers despite June reopening
Footfall in June saw a “significant improvement” against the 73.3% decline reported in May, but was still less than half the level of last year, with an annual decline of 56.6%. According to the latest figures from Springboard, footfall fell by 65.1% in high streets and 62.3% in shopping centres,…
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3 JulyFeatures
Reducing returns abuse without sacrificing customer experience
For merchants, delivering a great customer experience has always been high on their list of priorities. It’s essential for fostering customer loyalty, and increasing top-line revenue. A significant aspect of customer experience is how a merchant handles returns, as this can mean increased flexibility and convenience for consumers. Recent Forter…
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Jun- 2020 -23 JuneFeatures
Coronavirus: The jewellery industry’s story
At the time of writing, the UK’s embattled high street has been given a glimmer of hope, after prime minister Boris Johnson announced plans on 25 May to allow non-essential retailers to open by mid-June. The announcement will be welcome news for many jewellers who have struggled over the past…
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23 JuneNews
Laings to operate on appointment-only system
Laings has announced that it will be operating on an appointment-only basis, ahead of the reopening of its sites in Glasgow, Edinburgh and Cardiff on 30 June. The luxury jeweller has been working to ensure it can safely open when government guidelines permit, with customers invited to book appointments held…
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10 JuneCoronavirus
70% of shoppers ‘not comfortable’ returning to shops
Consumers remain “deeply cautious” about returning to shops, the latest EY Future Consumer Index has revealed ahead of retailers opening next week (15 June). According to the survey of 1,017 consumers, 80% said they would be “uncomfortable” trying on clothes in a store, while only 25% are “currently comfortable” visiting…
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10 JuneNews
Laings introduces appointment-only system in Southampton
Laings has announced it will announce that it will reopen its Southampton store on 16 June, following the latest government guidelines for retailers. The site will now operate on an appointment-only basis in order to ensure the health and safety of its staff and customers. Laings stores in Glasgow, Edinburgh…
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May- 2020 -28 MayRetailers
Hirsh London announces launch of its by-appointment taxi service
Luxury jewellery retailer Hirsh London has announced the launch of its new electric Hirsh Taxi. In an innovative move to “redefine a luxury customer experience”, the Hirsh Taxi will be a complimentary service, available by appointment, that personally delivers purchases to Hirsh customers. As the government has just given the…
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14 MayRetailers
Watches of Switzerland reports 5.9% increase in revenues in Q1 results
Watches of Switzerland has reported a 5.9% increase in group revenues to £819.3m in the year to 26 April, ahead of recently revised guidance. In the 46 weeks to 15 March 2020, group revenue increased by 15.8% across both the UK, which was up by 9.4% and the US, which increased…
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Feb- 2020 -10 FebruaryEvents
Costa Coffee to give away £25k worth of rubies
Costa Coffee and Deliveroo have partnered up to offer customers the chance to win £25k worth of ruby gemstones. Inspired by Costa Coffee’s limited edition menu offering, the Ruby Cocoa Hot Chocolate, the giveaway promotion will run until Valentine’s Day. Customers who order the drink from participating sites through Deliveroo…
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