I’m not paying to park! Why the British high street might be struggling

I woke up this morning to see and hear reports about the continuing demise of the British high street. According to the media, up to 30 high street chain stores are closing on a daily basis. These stores are being replaced by pawnbrokers, bookmakers and charity shops. Here is one perspective from the Independent newspaper [...]

By |2015-04-13T14:06:53+01:00October 18th, 2012|Customer Journeys, Retail|9 Comments

John Lewis – are they still the best when it comes to customer experience and service?

For years, John Lewis along with Amazon and First Direct have been widely heralded as the shining examples of how to deliver excellent customer experiences. Recent benchmarking studies from Nunwood (referenced in this marketing week article - http://www.marketingweek.co.uk/the-brands-that-run-rings-around-their-rivals/3030720.article) and Temkin Group (http://experiencematters.wordpress.com/2012/01/23/report-2012-temkin-experience-ratings-uk/) back up what most of us recognise - that John Lewis are still believed to [...]

By |2015-04-13T14:08:43+01:00June 12th, 2012|Retail|0 Comments
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