Tag Archives: retail

Analytics: the key to unlocking the retail omnichannel?

For the past couple of years I have been exploring both omnichannel and multichannel solutions for customer service as the adoption of social media channels have become more accepted. It’s important to distinguish between the two terms though, as many … 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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Which kind of business do you think Ford is in?

What kind of business do you think that the Ford Motor Company is involved in? Perhaps the easy answer is in the name – they manufacture and sell motor vehicles. Wrong. Some people may still consider Ford to be a … Continue reading

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What is the future for mobile phone retail in the UK?

UK phone retailer Phones 4 U has called in the administrator putting 5,596 jobs at risk today. It’s a tragedy for all those who work in the stores and for the British High Street in general as all 550 stores … Continue reading

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The power of ‘delete’ and what it means for brands.

Last December I deleted my Facebook account. I was an avid user in both a personal and professional capacity. Then I somehow managed to contract strep pneumonia and spent nine days in hospital without access to Facebook during which time all … Continue reading

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Nine ways to measure social media impact

Many customer service directors are still struggling to measure the impact of social media on their business. They can see that it is essential to support customers using these channels because that’s where the customers want to interact, but what … Continue reading

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Be where your customers are right now

The August bank holiday is gone. Summer is over and now we’re coasting to the end of another year. But for a retailer this is the build up to the golden quarter that most likely began once the last one … Continue reading

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