Customer communications done wrong can kill a Brand. Or, at least, drive a lot of people away. So beware and read my morality tale. It is now 12 months since I last commuted to an office. My car has been driven so infrequently that I’m sure there must have been times...
Customer-centric retailing can be a tough horse to tame. Have you ever played roll-the-dice, that game where you literally roll dice and let fate decide what happens to you next? I have, on a trip to Canada and the USA when I was 25. I had made no plans about where to...
Instead of delivery options being choices between a handful of generalised offerings, it could be possible to offer a series of more nuanced options that speak more directly to each individual shopper.
I was amused to see that I started the year with a quote from the Nobel laureate Niels Bohr: “Prediction is very difficult, especially if it’s about the future.” No kidding, right?
Just think of the sales potential from knowing someone just had a really bad day at work, then offering them a discount on a bottle of their favourite whiskey, which can be delivered to their home within an hour.
For those retailers who survive the upheavals of 2020, there will be a desire to build resilient operational processes that can withstand future shocks and these will be AI-driven.
Those who spot the trouble first will be best placed to avoid it, switching to alternative suppliers before stock shortages hit the market.
Retailers expect their delivery partners to charge them more during the end-of-year peak period, but they are worried there will also be strict caps placed on volumes.
What we really know about consumers’ attitude to price rises is that if they feel there is a benefit or even just a good reason, they will accept them.
We are witnessing some lasting changes in customer behaviour.