A recent article in Harvard Business Review (see web address below) proposed that companies should limit aspects of their customer service to just those elements that impact upon getting the problem solved. By doing this companies would economise on the expenses incurred in providing customer service. This stripped-down approach to keeping your customers happy is [...]
Archive for retail consultant
High Street says: “Rumours of my death are greatly exaggerated”
I have been reading reports that the High Street is just about dead on its feet and is about to keel over at any moment: don’t you believe it. Sure, the retailing scene is changing fast. Online retail sales are rising faster than those in the High Street. But don’t let us get carried away [...]
Check out your Marketing Strategy
A recent survey among the members of the Womens’ Business Club, found that marketing was the business component that caused most concern to the members. The survey covered 15,000 of the club’s members, and 35% of those surveyed said that marketing was the skill they felt most unsure of completely understanding. The next business skill [...]
Marks needs more Sparks
With Marc Bolland taking over next month as chief executive at M&S, what advice should he be given? I don’t know if, as a man, I am missing something, but what are those brands in M&S saying to the customer? Autograph, Per Una or unbranded – I don’t know what the story is. Does M&S [...]
Some Simple Secrets of Retailing
Retailing is simple – or at least it should be. The really successful retailers are the simple ones. A great product sold in a great way by great people: simple! But I didn’t say easy. Good retail is not easy but it is simple. To improve or start-up a good retail operation it’s best to [...]
A “Tail” of SEO
The importance of relevant copy in terms of SEO is as important now as it has ever been. I have been talking to my expert colleagues at Web Results Direct for the latest advice. They are excellent at taking a “Long Tail” approach to keywords, which I have found to be very effective on my [...]
M & S “You probably would not invent it”
With Sir Stuart Rose from Marks and Spencer commenting that Marc Bolland the incoming chief executive, does not need to have knowledge of clothes or indeed pricing issues; one wonders what Mr Bolland will be doing to earn his £15m pay package. I am sure that Mr Bolland is very credible as a retailer. It [...]
