The future of retail part 1: retail reinvented

Every month seems to bring more depressing retail statistics of once loved brands... Last year Poundworld, Toys R Us and Maplin. Recently, Debenhams, and even retail giant John Lewis had to slash staff bonus as profit fell 45%. Not agile enough to have adapted to a fluctuating and highly competitive customer driven environment? Struggling with [...]

Retail Transformation: The perfect storm?

In this blog, I am going to share my insights on retail transformation, taken from a recent presentation I gave on behalf of RetailWeek. Retail is an area I am passionate about. It is a space that is both dynamic and challenging but above all resourceful, resilient and creative. There is no denying that our [...]

How to Create a Customer Experience Led Strategy

“The customer is always right.” Harry Gordon Selfridge   One of the most famous quotes in business and the core sentiment is as true today as it has always been. The only difference now is how to deliver it, because today’s rapidly evolving digital environment is causing a radical shift in customer behaviour. This, in [...]

By |2018-12-10T19:44:35+00:00Monday, December 18, 2017|Customer Experience|2 Comments

How marketing teams can benefit from marketing technology

As consumers, we are increasingly connected, informed and in search of personalised experiences. Just consider some of the key trends identified by Ofcom’s 2015 Communications Market Report: 72% of people claimed to watch short-form video Two-thirds of adults have a smartphone For the first time, the smartphone has overtaken the laptop as the device internet [...]

By |2017-02-24T17:11:22+00:00Monday, November 9, 2015|Customer Experience, Martech|0 Comments

TalkTalk hack: 5 ways to respond better using digital channels

Whilst TalkTalk feel the full brunt of both media attention and loss of consumer confidence following the "significant and sustained cyber-attack" last week, there will be businesses thinking ‘this could have been me’ and ‘what have we got in place to protect and help us to respond to a cyber attack?’ The fall-out for businesses [...]

By |2017-09-12T08:44:06+00:00Thursday, October 29, 2015|Customer Experience|0 Comments

5 Tips for a More Profitable Customer Service

To survive and stay competitive in today’s customer-driven economy, organisations can't just deliver a great customer service anymore. They need to look for every opportunity to increase the value of each interaction, whether that's to increase the sale value or reduce operating costs. But how can you do that? If your customers are looking to [...]

By |2017-02-24T17:11:22+00:00Thursday, October 22, 2015|Customer Experience|0 Comments

Innovation is essential, but dont forget about consumer trust

Brands know that innovation is essential and the lifeblood of modern business. Things are moving at such a fast pace that ignoring the ‘innovation game’ could potentially put many businesses at risk of losing out on market share, or simply becoming irrelevant as new entrants come on the scene. However recent research by Edelman, ‘Innovation [...]

By |2016-09-05T16:53:31+00:00Thursday, September 24, 2015|Customer Experience, Digital Change & Innovation|0 Comments

Are You Making the Most of Customer Information?

In order to survive and stay competitive in today’s customer-driven economy, attention to customer experience is not just important, it is absolutely CRITICAL. Even with the most innovative product or service, if your customer experience lets you down, you will fall at the final hurdle. Your customers will vote with their feet and rapidly go [...]

By |2017-02-24T17:11:23+00:00Wednesday, September 9, 2015|Analytics & Data, Customer Experience|0 Comments

How proximity marketing is helping fashion retailers: Whitepaper for download

We know that the retail industry is evolving rapidly. And we are not just talking about eCommerce. Smart bricks and mortar (and Omni-channel) retailers are using emerging technology such as proximity marketing to stay relevant and competitive. They are recognising that customers very often blend the off-line and on-line shopping experience to shop around and [...]

By |2017-02-24T17:11:23+00:00Tuesday, April 21, 2015|Customer Experience, Digital Change & Innovation|0 Comments

Customer experience enhanced by in-store digital innovation

At times shopping for shoes can be a rather stressful experience… queuing to find the right colour and size, trying them on to see if they actually fit, and then queuing up again to pay. But forward thinking retailers are now designing more customer friendly store designs which incorporate a range of digital features, making [...]

By |2017-02-24T17:11:23+00:00Thursday, April 9, 2015|Customer Experience, Digital Change & Innovation|0 Comments