The New Normal Nobody knows the long-term impact Covid-19 will have, but there is general consensus that when things return to ‘normal’, there will almost certainly be a new ‘norm’ in many different ways. There seems little doubt work habits and...
01 April, 2020
Is your approach to own brand merchandise complaints management actually hurting product quality and consistency?
In the hundreds and thousands of pieces of customer feedback that flow through the doors of every retailer, how do you identify and prioritise which issues to tackle first?
30 March, 2020
With the evolving COVID-19 situation, many office workers are being encouraged to work from home. This is particularly important in retail where we need to protect the people involved in key parts of the value chain like logistics and operations to...
26 March, 2020
The Big Challenge presented by Big Data The growth of Big Data presents a big challenge for Quality Managers, Product Developers and Technical Managers at traditional retailers.
24 March, 2020
Do you really know your customer? Why you must master the art (and science) of omni-channel customer feedback management
Can you describe your typical customer? Chances are, given any particular retailer most people would be able to put together a reasonable persona of a typical customer. But are all customers typical? In fact, are any customers “typical” or is a...
18 March, 2020
The challenges of collecting customer feedback Over the last decade or so, there has been a significant, overwhelming increase in customer feedback data available to retailers. The latest mind-bending Big Data stats say that, in 2020, there will be...
11 February, 2020
Retailers today have many incoming streams of customer feedback. There’s the face to face route of in-store complaints and returns, call centre conversations, email, online chat and of course, social media.
14 January, 2020
There is no doubt that we live in a world of big data. Every commentator talks about the increase of data for everything from the use of social media through to estimates of what will happen with the Internet-of-Things (IoT), but I only just learned...
18 December, 2019
Most people consume too much salt—on average over 8 grams per day, or around twice the recommended maximum level of intake as reported by the World Health Organization.
27 November, 2019
It is not surprising that given Velocity Europe is the My [Private] Brand conference, the word ‘Brand’ featured heavily.
04 November, 2019
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