‘More than just the product’ – the evolution from product centric to customer centric

I recently read an interesting article about book stores. The very first sentence of the article stated: ‘Independent bookshops need to make readers feel special in order to compete in the internet age, say book trade experts’ You would find it hard to disagree with the statement. The number of Bookstores physically present on UK [...]

By |2015-04-13T15:38:00+01:00August 14th, 2014|Customer Journeys, CX Strategy, Retail|1 Comment

‘Why would customers shop with us?’ – the question HMV should have asked!!

It gives me absolutely no pleasure to write a blog about an organisation that is in significant financial difficulty. It is at times like this that our thoughts should be with the employees that may not have employment for much longer, and the suppliers, some of whom run small companies, that will potentially be out [...]

By |2015-04-13T14:04:37+01:00January 15th, 2013|Customer Journeys, Retail|1 Comment
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