Is it any small wonder that we are witnessing the end of a retail era?
The management view that everything can be cut down to ‘international benchmarks’ is formulaic nonsense.
No amount of indoctrination will enthuse demonstrable passion from team members unless there is meaningful engagement.
Why retail is, and always has been, an open and honest industry.
Debunking the appraisal of customer experience, as a result of cumulative averages and aggregates.
Why a customer who complains is a retailer’s best friend.
Debunking key delusions surrounding customer service in retail.
When considering the bells and whistles in your loyalty program, forget the basics at your peril.
Why human interaction is key, as technology drives retail innovation.
Stuart Bennie on why retailers and suppliers must offer quality telephone customer service.
Brian Walker on prioritising your omnichannel investment.
Stuart Bennie sounds off on the arrogance of bad customer service.