For many the creation of a European “mega-platform” remains unlikely in the extreme (Guardian, December 2015). The stumbling block for some is fundamental cultural differences between Europe and the rest of the world. Others point to the failure of Quaero, and sale of companies like Skype before they reached maturity, to explain why a European “Amazon” will never be a reality (Financial Times, January 2016).
Tesco’s Clubcard scheme was a game changer when it launched in the 1990s, immediately demonstrating its marketing value by offering then Chairman Lord MacLaurin more knowledge about his customers in “three months” than he’d gained in “30 years” experience.
I got into an interesting conversation with Mike Cassidy, the journalist who wrote about our TruthAboutData campaign for the Huffington Post technology blog.
If focusing on improving customer experience is on your mind as a key strategic aim in 2016, then you'll want to spend some time with our top 10 customer experience (CX) predictions. Few businesses have yet managed to build or even identify the perfect CX roadmap. Our customers will not continue to forgive us for much longer if we don't hit upon the winning formula soon.
Once upon a time, expecting a barista to know your coffee order before you walked into the coffee shop depended upon a relationship built up over many coffee breaks, and a lot of caffeine.
Talk about Black Friday “greying out” is nothing new.
What is new is that this year UK supermarket retailer Asda - who pioneered Black Friday in the UK – has consciously uncoupled from the event.
Instead of a mega day of discounts, Asda is offering £26 million-worth of discounts across the whole holiday season due to “shopper fatigue” (Guardian, November 2015).
Forget Black Friday. Forget Cyber Monday. The ecommerce day making headlines in Asia and soon to make landfall in the West is Singles Day on November 11th. Originating in China, it started life as a counterpart to Valentine’s Day. Since 2009 however, Chinese ecommerce giant Alibaba, amongst others, has used the day to drive traffic between Chinese New Year and the end of summer.