Tag Archives: high street

Disrupting the market to deliver enhanced customer experience?

I was fascinated by a report recently that Amazon has opened its first physical bookstore in Seattle. The immediate reaction to this news is – why? The phenomenal success of the Amazon business model shows, without any doubt, that selling … Continue reading

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Can retail banking customers have it all?

As previously explored in my blogs customers like to take the path of least resistance which has resulted in a surge towards online banking and more recently banking through a smartphone App. A recent report from consultancy McKinsey has suggested … Continue reading

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Food retailers are competing on customer service

Food retailers are facing a tough time in the UK at present. The biggest of them all, Tesco, is facing up to some very unusual problems related to accounting errors (still under investigation) and Sainsbury’s has seen sales fall in … 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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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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Vodafone expands their High St footprint

Vodafone recently announced plans to invest £100m in opening 150 new stores around the UK over the next year. This will develop their high-street footprint to over 500 stores, but why would a brand like Vodafone be investing in the … Continue reading

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Getting #Custserv with Twitter right or ‘Respect for the Bad Man’

Retailers are getting used to multichannel service today. Many of them are answering customer questions online using the same channels to respond to the original questions – for instance publishing answers and information on Facebook when questions originate from that … Continue reading

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