Can customers win the fight against global warming?
Responsible use of data can help If there’s one thing that gets me going it’s being told I should change my behaviour in order to affect something of global significance.…
Responsible use of data can help If there’s one thing that gets me going it’s being told I should change my behaviour in order to affect something of global significance.…
Put your energy into CX not high prices HEROES: Kansas shop staff track down $1m lottery winner I loved this story from the USA. Shop staff at Pit Stop convenience…
Don Hales finds that attention to detail is the key to a great customer experience, but gets frustrated at the railways' continuing contempt for customers Hero: Marks & Spencer My…
The old retail model is dying – consolidation merely postpones the inevitable The news that UK supermarket Sainsbury’s and Walmart subsidiary Asda plan to merge may have been judged a…
Pretty soon, there may be no Homebase at all My track record as a DIY-er is not all that great, but I’m thinking I could have done a lot less…
Howard Schultz, executive chairman for Starbucks may have predicted even more than he realised when he said, “You walk into a store, whatever it is, and if there is a…
In the first part of this two-part article I dealt with some examples of keeping the customer informed and managing their expectations. There’s a common theme emerging in both those…
Thinking differently is within all of us By rights Wigtown should barely exist. It’s a tiny little town of barely 1,000 people in the west of Scotland. The original main…
People don’t want to go into stores any longer and, for the vast majority, “in-store” sales are in decline. Online shopping is the only area that is showing growth. Helen…