Tag Archives: mcommerce

Is Customer Service Adapting to the Mobile Customer?

Mobile commerce used to be considered an added extra. Most customers browsing an online store would shop on a laptop or PC and not on the tiny screen of their phone – but that has all changed. Phone screens are … Continue reading

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Will customer loyalty depend on new payment systems?

The technology magazine Wired featured a story last month about the new Apple Pay payment system. The really interesting part of the story was a description of the Starbucks loyalty programme in the US. Starbucks has combined loyalty and payment … Continue reading

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Contact centre of the future – part two

The way that customers interact with brands is changing fast. In fact, it could be argued that the entire relationship betweens brands and customers has been revolution in the past six or seven years for a couple of important reasons. … Continue reading

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Are retailers missing out by not exploring the omnichannel?

An interesting study into the retail Omnichannel was just published in the US. Naturally the research focuses on US retailers, but the results are interesting because the urgency for change is applicable in any developed market. The new study was … Continue reading

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What makes a great in-store customer experience?

Our blog has talked a lot about the omni-channel this year. This is one of the biggest changes taking place to the customer service industry at present so that is no surprise, but it’s interesting to see a few reminders … Continue reading

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The mobile world is maturing fast

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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