Retailers have refocussed their attention on location – but not their location, your location.
We're not going to stop wandering through shopping centres anytime soon, but mobile, micro-location and voice technologies are set to transform the retail experience.
If you communicate carefully, big retailers will listen.
Companies with no-tipping policies can affect customer satisfaction.
Some observers say we should eliminate tipping in restaurants because of the negative impact on workers. But how do customers feel about that?
Trust is hard to win back once lost.
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Wells Fargo and United Airlines have both been facing an onslaught of negative publicity and will have a tough time restoring trust with their customers. Here's a good place to start.
Danger lurks when customers are the be all and end all.
Putting the purchasing public at the heart of your business is getting harder and harder as technology drives ever more interaction.
Dialing up. Energy companies and the numbers game.
The revelations about the penalties for staying with your power company are a good marker for the kind of regulation we need.
Boxed in. Royal Mail rivals are knocking on the door.
Those of us with experience working in former state monopoly sectors such as trains, aviation and telecoms as they transition into a less regulated environment, know only too well the challenge of change…
Institutional investors such as equity funds increase their holdings in companies where customer satisfaction improves. Researchers…
New research suggests mirroring the in-store experience online is the best way to deal with negative feedback. Researchers…
The success of small companies can be strongly affected by online user reviews, a Harvard Business School research report…
Loyalty programs do not necessarily lead to a company making greater profits, Ryerson University research has found. Increasing…