"An insightful and refreshing look at the way consumers and retailers interact in this modern age.”
Sir Stuart Rose,
Chairman of Marks & Spencer plc
All royalties to The Princes' Trust
More Info >>
Buy The Book >>
The Cross Channel Ferry
The Cross Channel Ferry
It should be so refreshing to get out into the High Street and look at real, physical selling space. These days I spend so much of my time theorising about on line vs off line, arguing about the role of face to face in the channel mix that it shou...
Posted 13 Jun 14
Read moreHuman Contact - the missing ingredient in the service proposition?
What’s it like to be a 21st century shopper in Omni-channel space?
I don’t know if anyone read Alice Thomson’s article, “The human touch beats the click of the mouse”, (The Times, 7th May) but the theme of the article was pretty...
Posted 20 May 14
Read moreGreat Expectations
Delivering the retail experience that consumers want; online, mobile and in-store.
...
Posted 19 May 14
Read moreCustomer Experience – Too Much of a Good Thing?
I’m the proud owner of a seven year old Land Rover Freelander II. It’s a great car which I really enjoy driving. And my local dealer is brilliant. I do think that, don’t I?
The car is a recent purchase, bought privately and I noticed on the Land Rover web ...
Posted 10 Apr 14
Read moreWhy One High Street store has succeeded where others are failing
We all know that “Click and Collect” represents a huge opportunity for retailers to enhance their customer’s view of the brand, to lower costs from unsuccessful deliveries and to increase basket size. But brands who rush to “digitise” their bricks and mortar...
Posted 20 Mar 14
Read moreFitting a name to a face
In this series of articles I have written about the need to have a cogent omni- channel strategy and one which overcomes the politics and functional silos of the host organisation and truly focuses on the needs, desires and expectations of that organisation’s customers.
Posted 26 Feb 14
Read more