Tag Archives: retail

How can you manage a crowd in real-time?

Posted on May 9, 2013 by

I have always been interested in the psychology of group behaviour. Why do groups of people behave differently to individuals? This is something that’s very important in our business – working to represent brands to to public by managing their … Continue reading →

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The omnichannel is becoming essential for all companies

Posted on April 25, 2013 by

A recent IDC blog by Leslie Hand explores some of the problems faced at retailer JCP in the US. Without going into detail on the problems this company faced or the recent departure of their CEO I was excited to … Continue reading →

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Customers are driving innovation in your products

Posted on January 24, 2013 by

Please welcome Simon Dillsworth to the TP UK blog. Simon is a strategic account director focused on the technology industry. — This blog has mentioned customer service channel shift several times recently. Alistair even went so far as to suggest … Continue reading →

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Are you being served? Retailers building communities online…

Posted on January 16, 2013 by

What kind of a relationship did you have with your favourite retailers a few years ago? Maybe you were a regular shopper. The staff knew you and could already suggest ideas based on what you had bought before, but would … Continue reading →

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The mobile world is maturing fast

Posted on January 7, 2013 by

Smartphone sales are predicted to top the one billion mark this year – the phone has morphed from a device we use for making calls into a fully functioning computer in our pocket. And now that so many consumers are … Continue reading →

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Shoppers are not spending less, they are spending differently

Posted on December 7, 2012 by

Last Monday was known as cyber-Monday amongst retailers in the UK and it marks the beginning of the Christmas sales rush, but will the tough economic climate change this traditional boom time for British retailers? In a recent article featured in … Continue reading →

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Black Friday retail sales in the US: bricks v clicks

Posted on November 28, 2012 by

Last Friday was Black Friday in the USA. This is the traditional start to the Christmas shopping season, always immediately after the Thanksgiving holiday and featuring absolute pandemonium in stores across the country. The origin of Black Friday is somewhat … Continue reading →

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How do you define great customer service?

Posted on November 22, 2012 by

What is great customer service in a multichannel environment? It should certainly involve social media, but there are some more fundamental rules than just answering customer comments on Twitter. The Guardian recently explored the five key attributes of great service … Continue reading →

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People are social in many ways, not just on social media

Posted on October 18, 2012 by

I visited The Grenadier pub in Belgravia recently with a group of industry analysts who were visiting Teleperformance UK from all over the world. Of course, when people visit London, one of the places they always want to visit is … Continue reading →

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Defining great online customer service

Posted on September 4, 2012 by

The latest customer service index from Brandwatch was published recently and it includes some interesting observations on what really defines great customer service – especially for online retailers. John Lewis was the runaway winner for the second year running, with … Continue reading →

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