First of all, you may be asking yourself: what exactly is “Conversational Commerce ?” Luckily, we have a blog all about this, check it out here. Secondly, you may ask, how does it actually work in ...

It’s that time of the year again. Crowds of shoppers are returning to Oxford Street, stores are bustling, and despite the governments ‘Plan B’ rules in place, there’s festive cheer in the air with ...

Let’s talk about…well, talking. More specifically, conversations and ‘C-Commerce’.

Last week the Critizr UK team attended Retail Week Live. Not only did we have our #CritiTree where attendees could give praise to retailers, but we also hosted a Panel session with the winners from ...

Has your company ever tried a ‘back to the shop floor’ initiative? The one where senior managers and HQ execs take a day away from their desk once or twice a year to see what life is actually like ...

For more than a year, the retail world has been in constant adaptation: shopping habits have changed, and retailers have had to adapt to the irregular rhythm of openings and closures. But one thing ...

Customer-centricity is officially over. And Grocers, it’s time to wake up and smell the obsession (customer obsession, that is.)

Proximity has become a bit of a buzzword in retail. Definition: a nearness in space, time or relationship – in other words, the things that are close, nearby and on hand. 

You may have seen recently we worked with Retail Week to produce a special report, 'Customer Champions: How to make your frontline staff your secret CX weapons'. If you missed it, don't worry you can ...

Did you know that EX = CX? This might sound like a throwback to high school algebra. But it’s actually a formula that every retail business should be obsessing about right now. And if you haven’t yet ...

At Critizr, we pride ourselves on being an inclusive company powered by a diverse workforce. This pride month, (and every month of the year) we want to reflect and ensure we are doing everything we ...

Georgina is a dynamic and driven passionate marketing professional and business leader with extensive experience working within some of the world’s most notable luxury and premium global retail ...

Adecco is the world's leading workforce solutions company, offering flexible placement, permanent placement, outsourcing and managed services across all sectors. For more than 50 years, Adecco teams ...

Our #ProudOfMyStore Competition, celebrating stores and retail staff empowerment is officially OPEN!

Welcome to Stores: The Next Generation, a new six-part podcast series produced in partnership with The Industry, the insights and intelligence destination for brands and retailers shaping the future ...

Written by Steve Collinge - International speaker, thought leader, retail influencer and commentator, MD Insight Retail Group & Executive Editor Insight DIY.  

Fostering diversity: at the heart of our values and identity.  

Ensuring brands are connected to their customers is always important, but when it comes to the grocery sector it’s now more important than ever to build and maintain strong, valuable relationships ...

We are super excited to announce that we’ve further strengthened our omnichannel conversation capabilities by acquiring Dublin-based retail start-up ServiceDock. 

It’s the time of year for the analysts and experts to predict retail’s big trends for 2021 – the insight they hope will help everyone working in the industry with their planning. The problem this ...

With COVID-19 drastically reshaping the retail landscape and becoming the catalyst for shifting consumer behaviour at scale, UK Grocers have been at the forefront and witnessed these changes take ...

We recently surveyed over 100 leading customer experience experts in the UK and France across various retail sectors to understand the impact COVID-19 has had on the industry. We discovered a lot ...

Without a doubt, COVID-19 has accelerated digital transformation among retailers and consumers. In the UK we’ve seen a 129% week-on-week surge in online transactions across all age groups, estimated ...

In today’s connected world, reputation matters. Whether that’s online or offline, how you’re perceived can mean everything. It can mean the difference between a potential new customer visiting your ...

When transforming a business into a customer-obsessed, market-leading retailer one of the most important factors is communication. Not just between the brand and its customers, but internally - from ...

Due to the COVID-19 pandemic, we are currently seeing the biggest shift in consumer behaviour at scale to date. This, combined with advances in technology innovations means retailers need to rethink ...

Amongst the many amazing stories told at this year’s Grocer Gold Awards, there was one that shone brighter than the rest for the team here at Critizr. As a sponsor of this year’s virtual ceremony, it ...

Here’s a question for you… Within a retail organisation, whose responsibility is it to put the customer first? The frontline store employees? Customer service centres? The HQ leadership teams? Well, ...

Well… what a year it’s been. During 2020 the UK retail industry has undoubtedly experienced some catastrophic losses as a result of the pandemic. However, we’ve seen both the nation and retailers ...

One of the most common and frustrating challenges brands face in today’s retail landscape is that of customer churn and the ability to win back their loyalty. What’s more, the customers often then ...

After two nationwide lockdowns and numerous localised restrictions this year, the retail industry has been disrupted by the force of COVID-19. 

If we asked you what you thought was the top priority for retail brands in 2021, what would you say… Improving customer experience? Becoming customer obsessed? Well of course, but not only this. ...

France may have been released from full lockdown earlier than the UK, but both countries are now back and battling to build a best-in-class physical retail experience for the COVID-19 era. How are ...

Following on from our blog posts covering how to reply to customer feedback and how to turn these replies into conversations, it’s now time to put your plan into action.

We recently spoke about the importance of replying to customer feedback, (check out our top 6 tips when replying here) but how can store teams take these replies and convert them into engaging ...

Times in retail have changed. Gone are the days where customers were solely dependent on the goodwill of companies they shopped with. Today’s ‘always-on’ consumer - technically enabled, highly ...

Shops have shown their transformational mettle during COVID-19. Change may have been forced upon them, but their response was agile and inventive, adapting quickly to meet new customer needs and ...

Carrefour is one of the largest retailers in Europe. As a global business it serves over 104 million household customers worldwide, processes 13 million daily cash transactions and has 14.2 million ...

"Thank You." A simple word on the surface, but one that can multiply tenfold when it comes to the motivation and morale of in-store teams.

As channels and consumer habits evolve constantly, brands must adapt to stay relevant and present where their customers are. We’re excited by this innovation that is set to further empower consumers ...

Atol is one of the leading optical co-operative chains in France. At our recent event, they shared their views and experience on the importance of creating a strong customer feedback program to ...

We are currently dealing with the biggest retail shake-up in a century. Lockdown, isolation and staying local have led to the emergence of new customer experience priorities, whether that’s safe ...

Pimkie the European women's fashion retailer has adopted the Critizr solution to listen to their customers at every stage of the Customer Journey. This initiative allows Pimkie to better track ...

Coronavirus has changed the way we live our lives, but our basic needs have stayed the same. That includes keeping ourselves and our families fed and stocked with essential day to day supplies.

Customer Satisfaction is a crucial factor in getting people to recommend your brand. However, it is also a major strategic tool for making your company stand out from the competition by identifying ...

Our very own Douglas Mancini was interviewed by CNBC at our recent appearance at FUTR.  He explains why simply having technology to manage Customer Feedback isn't enough. Speedy response and visible ...

Google My Business (GMB) is a helpful online channel for your workplace and is of utmost importance for local SEO. Most importantly, it’s free! So why wouldn’t you want to utilize it?

‘Choose your partners wisely’. That’s the advice issued this week by global insight leaders Forrester, in their recent report, Now Tech: Voice of the Customer Vendors, Q1 2020. We’re thrilled that ...

The Net Promoter Score is an indicator of customer loyalty that is more and more frequently used by major European companies. Many businesses today are interested in implementing the NPS or have ...

The trend towards measuring Customer Satisfaction is more than just a fad. These days, every company that wants to last and eventually flourish knows the importance of constantly listening to ...

Just last week Giulia Klees the Retail Operations Manager for MAC (Estee Lauder) joined us in Paris for a very special event on 'Empowering your in-store staff'. Ahead of the session we caught up ...

306 Monoprix stores are now connected to the Critizr Customer Interaction management platform, and since February 2019, the solution has been set up throughout 120 Monop' stores. With Critizr, ...

Companies with the highest employee satisfaction ratings, (Google, Facebook, and Disney to name a few) are also unrivalled when it comes to business success - and this isn’t a coincidence. Measuring ...

Quite simply, customer satisfaction involves offering products and services to your customers that meet their needs, expectations, and demands. More and more companies are realising that sustainable ...

Critizr, Europe’s leading Customer Feedback platform has today (8th October) announced it has raised €15 million in a new funding round to support an ambitious global growth plan.

Anyone who has ever worked in a gym understands that January is going to be busy. Traditional festive overindulgence leads to New Year health and fitness resolutions, which in turn drives new members ...

In the coming months we have some exciting events and conferences planned. If you'd like to meet us at any of the events please feel free to reach out to sales.uk@critizr.com or submit an enquiry ...

Despite the hopes, dreams and best laid plans of Britain’s retailers, figures for last Christmas were the worst on record for a decade, according to a British Retail Consortium report. It’s grim ...

Thomas Cook has a major network of travel agencies in France, with 435 points of sale. They chose Critizr's feedback management platform, Critizr for Business, to collect customer feedback with the ...

How can you boost your Customer satisfaction? By offering an end-to-end shopping experience: from the in-store greeting, to great service and easy methods to get in touch with the brand. Most of all? ...

When setting up a customer listening and satisfaction measurement project, many questions may cross your mind: Is this a process that only applies to operational teams? Who should be involved? Should ...

Reading time: 5 minutes 

According to the most recent available statistics (Eurosat 2016), Europeans spend an average of €2,200 per person on food each year, varying significantly from country to country: €2,600 in ...

They say love only lasts three years, but as we approach our seven-year anniversary, the passion remains as strong as ever.

New York, January 13-16, 2019. Clémence Decouvelaere, Critizr's Head of Sales for France, was on site for THE retail gathering of the year: NRF. This was the perfect opportunity to participate in ...

In the new year, Acceleris, the Bern-based IT and DATA expert, will embark on an exclusive partnership with Critizr, the European market leader for customer satisfaction.

Quality management is not a new concept, and is not only within the hands of the experts to measure quality anymore. Nowadays, it is the most affected, the customer, who is asked to evaluate quality. ...

Many customers are willing to freely express their opinions about companies. Although the unprompted feedback they leave on public platforms and social media is a source of valuable information, it ...

Léa Bernard is the Marketing Director at France Pare-Brise, a professional network that specializes in automotive glass repair and replacement with 323 locations across France. France Pare-Brise is a ...

Customer feedback is a key reference point for consumers and has a proven influence on purchasing decisions. Businesses are universally aware that collecting and publishing customer feedback ...

When should I start getting things in motion if I want to launch my customer listening project in January? In order to give your project the green light for the beginning of January, you should ...

Valérie Neve is the Customer Relationship and Distance Sales Director at Leroy Merlin France, a flagship company of the ADEO group renowned for customer experience strategies and specialisation in ...

It is often presumed that implementing feedback management software can take 8 to 10 months, or even longer. However, speaking from experience, I can assure you: the process can be quicker than you ...

For Stéphane Cossic, Customer Feedback Manager at Carrefour, it’s the little details that make a big difference. As a key employee of the market leading mass retailer, ranked third globally in sales ...

 Maybe you have been mulling over the topic of customer focus for a while, without quite being able to tackle it head on. You may have started some basic research, tried to learn about your ...

In the era of online banking, how do we navigate personal interaction and customer relationships? Frédéric Niel, Customer Relationship Director at ING DIRECT believes that answering this question is ...

Patrick Guimet is the Head of Customer Relations for the flagship brands of the Casino Group (Monoprix, Naturalia and Monshowroom). This “legacy” company is a leader in the convenience store sector ...

David, a true collector of sneakers, follows a ritual: he always wears the newest style from his favourite brand the day it is released.

“It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you'll do things differently.” This quote from billionaire Warren Buffett is more applicable than ever ...

If you type “how to respond to negative customer feedback” in a search engine, you will find no shortage of results. However, tips for handling positive customer feedback are fewer and further ...

  CRITIZR ENABLES HAVAS VOYAGES TO STRENGTHEN CLOSE TIES WITH ITS CLIENTS 

Nicolas Hammer, Cofounder & CEO of Critizr  The importance that businesses place on customer satisfaction is nothing new. As early as the 1940s, companies began hiring mystery shoppers to ensure ...

Most companies find themselves collecting tons of data from their customers. However, collecting the data is only half the battle. What’s more important is what you do with it. That is where data ...

Customer service has a major influence on the rise or fall of your business. A positive experience keeps customers coming back, but a negative one impedes your chances at building customer loyalty.

Google’s efforts in the past few years have centered around pushing local SEO results to the forefront. While local SEO is important for your business, there can be a downside. We all want our ...

Reading time: 5 minutes 

Marketing managers, the writingis on the web! Times have changed and marketing strategies have been turned on their heads with the customer feedback revolution. Are you collecting customer feedback? ...

“A negative review on TripAdvisor means €10,000 in losses for Pierre & Vacances.” This statement from Rodolphe Roux, Group Marketing Director, is enough to send shivers down your spine. It also ...

With 52% of the French population over the age of 12 registered on at least one social network (i.e. 62% of internet users) these platforms have become part of our daily lives and are changing how we ...

The Net Promoter Score, or NPS, is a very popular customer recommendation indicator in English-speaking countries and is gaining traction in Europe. Why is it so successful? How does it help a ...

If you could only carry one thing with you every day, it would be your smartphone, right? Mobile phones have become an extension of our very being. Since the start of 2016, almost 130 billion texts ...

“90% of the world’s data has been produced in the past two years.” This is the new world we’re living in when it comes to marketing. Hyperproduced data, kicked off by tech giants such as Google, ...

At a time when customer-store relations are drastically changing, new technology is enabling businesses to generate more points of contact with customers. The rise in m-commerce has highlighted the ...

Sometimes regarded as an area where problems are swept under the rug, customer service should, however, be a key strategy point—it’s how you showcase your business. That’s because good customer ...

The Net Promoter Score remains an indicator with a "headquarters” dimension which does not mean a lot to field teams. If you want to involve sale outlet managers in your NPS approach, which is a very ...

NPS is not just a customer recommendation indicator. Defined as “the decisive question” by its creator, NPS is a very reliable KPI that can bolster continuous improvement efforts throughout an ...

With a growth spurt of 4% in 2016, the international beauty and cosmetics industry is doing well. Valued at an estimated €205 billion, new markets in particular are driving the industry forward. New ...

Whether you like it or not, your customers will always share their unsolicited opinions about your company. They certainly don’t suffer from a lack of options, between Facebook and Google reviews, ...

The Customer Effort Score is a customer satisfaction indicator and, much like NPS, is steadily becoming a bigger priority for major enterprise strategy. By measuring the effort level required by ...

Since the explosion of its reputation and its adoption by countless retail chains throughout the world, the Net Promoter Score is more than a simple metric for measuring customer satisfaction. ...

The client possesses a power often under-estimated by enterprises, a real promoter of the brand that’s becoming more legitimate today than certain forms of media. The “evangelist-like” behavior of ...

“How much effort did you have to put into making a purchase at a store?”  This is the underlying question behind CES, a powerful new indicator widely used by leading franchises. We haven't heard the ...

“Would you recommend Critizr to your family and friends?” Regarded as a “deciding factor” by its creator, the Net Promoter Score is the recommendation indicator you’ve surely already heard plenty ...

‘A robot is not quite a machine... A robot is a machine that is made as much like a human being as it is possible to make it,’ wrote Arthur Byron Cover.  That is precisely the number one goal of ...

The digital age has pushed companies to be innovative and develop new tools, especially higher performing tools. The advent of these tools has drastically changed consumer behaviour. There are now ...

We’ve already talked a lot about best practices for creating online surveys (check out our Cheat Sheet on the subject!). Now we want to talk to you about practices you should avoid – mistakes that ...

The emerging idea of customer delight, closely tied to aspects of customer experience and satisfaction, has everyone talking. As the power dynamic between businesses and customers gets flipped, it ...

Every business is competing to dazzle customers and offer them an experience that’s a cut above the rest. But why not just start by offering customers a hassle-free experience ? 

Innovation takes many forms, each empowering companies to create projects that will withstand the test of time. However, under the influence of digitalization and new demands imposed by the modern ...

In an online satisfaction survey, each question must be useful and to the point, especially on channels where respondents want things simple and fast. Creating an online satisfaction survey requires ...

Online satisfaction surveys have become indispensable. They’re the most popular means of administering a survey, providing very structured and quantitative results. That said, it’s not the easiest ...

Get to grips with customer knowledge and resolve any retail issue simply by asking one question! Seems too good to be true? We thought so, too. Many people don’t see the point of NPS and it’s likely ...

The NPS (Net Promoter Score) is a customer satisfaction indicator frequently used today. It allows you to measure the probability of your customers speaking about you within their social circles. As ...

There are many important factors to consider regarding customer satisfaction and experience, such as: earning customer loyalty, increasing their lifetime value, turning customers into promoters, ...

We know: post-purchase emails can be a bit of a maze for marketing teams. While often used to summarise orders or to encourage future purchases through discount vouchers, cross-selling, etc., emails ...

A new customer feedback channel has made its way onto the Critizr for Business platform: conversational texting. It is now part of our omni-channel range to make it even easier for consumers to ...

NPS (Net Promoter Score) is one of the most widely-used customer satisfaction indicators among companies. It’s used in every industry by companies providing B2C or B2B goods and services. Let’s take ...

Sorry, what did you say? You haven’t heard of NPS? A Net Promoter Score, or NPS calculator, is a customer satisfaction indicator often used by large companies. It’s already well-established across ...

There are numerous paths to obtaining better insights into your customer base.  And you’ve identified the Net Promoter Score as one such useful approach.  You’re aware of the power behind this tool, ...

Critizr for Business is strengthening its position as a leading customer feedback platform by adding two new channels for customer listening: Google My Business and TripAdvisor. These new extensions ...

  Customer engagement directly impacts consumer perception of your brand image before, during, and after the purchase. This engagement plays a role in all marketing interactions between your target ...

2015 was the year “customer engagement” made its way into the top five most-searched marketing terms on Google. By now you’re likely familiar with the concept, but how well do you really understand ...

Customization has become an indispensable condition for attracting consumers, winning their loyalty, and fostering customer engagement. Modern consumers expect not only increasingly more content, but ...