Tag Archives: online

Managing the Modern Retail Omnichannel

Omnichannel is one of those business buzzwords that is often used and seldom understood. Many use it interchangeably with multichannel, but I would argue that these are quite different concepts. First, what is the multichannel? This is really just the … Continue reading

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Could British retailers learn from the phone networks?

I blogged recently about the collapse of Phones 4U and how the model of selling mobile phone contracts is changing. The biggest change is the decline of the third-party expert, able to advise on contracts from all the major networks, … Continue reading

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Tesco aiming to improve customer service

A feature article in The Grocer has focused attention on the troubled times at Tesco. The article pulls no punches in criticising the management of Tesco for creating the present situation where profits are falling, but the source of the … Continue reading

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Shopping online is the new normal for retail

As we now head into February, Christmas is far enough behind for analysts to start crunching the data and describing what happened in the final quarter of 2013 – and in particular those final weeks where every retailer was hoping … Continue reading

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Call volumes down, social #custserv up

Many in the customer service industry have talked of a multichannel environment for service where social media and other new channels start taking the place of the traditional call to a voice-based contact centre. Many have even predicted that non-voice … Continue reading

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Retailers are lagging on their social response

New data from the US shows that more than half of retailers there are now using social networks as a communication channel – customer service really has gone social. But digging down into the numbers, it seems that not everyone … Continue reading

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Where is the omnichannel today?

I have talked often about the omnichannel on this blog. In fact, at the beginning of the year I was talking about how it will be one of the defining trends of 2013. I still believe that this is true, … Continue reading

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