Blog Archives

The Secret to Successful Omnichannel Retailing

Retailers’ worst fear is customers coming in store to browse, touch, feel and try, then leaving to go price hunting online – ultimately buying from an online retail competitor.  Worse, and what brings retailers out in cold sweats is a

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Posted in Brands, Case Studies, Customer Experience, Innovation, Retail Innovation

How digital is changing history

Historypin is an excellent example of a ‘digital museum’ concept in the making. Users can ‘pin’ personal stories and memories, collaborate with other individuals and institutions to build histories. I love this use of digital media to save, present and

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Posted in Case Studies, Innovation

How Betabrand gets amazing customer engagement

Love this!  US online clothing retailer Betabrand offers instant discounts to customers in return for their pictures  in Betabrand clothes and accessories, simple enough – This example gets it right on every level – lovely tone of voice and personality

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Posted in Case Studies, Customer Experience, Innovation

Why celebrating failure is important for innovation

So the blogosphere is all over GoogleX, the skunkworks ‘hub’ where only the most intractable and real problems make the cut for an ambitions group of moon-seekers – and a place where they celebrate and relish failure. The idea that

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Posted in Case Studies, Innovation

Amazing logistics lessons from Mumbai Dabawallahs

An incredible logistics story from Mumbai’s legendary Dabawallahs. In his TED talk Dr Pawan Agrawal explains how this Indian group rivals the likes of DHL …..many hail from the same village and they deliver hundreds and thousands of tiffin boxes

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Posted in Case Studies, Customer Experience, Innovation, Retail Innovation

The Amazings – a wonderful example of innovation for the ageing population

  I love these people and their idea. Let’s face it, most of the stuff out there makes getting old sound pretty rough. The team at ‘The Amazings’ is changing all that. Based on a simple notion that we can

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Posted in Case Studies, Innovation

Business, brands and the blindingly obvious: turn poor customer service into a virtue

Don’t promise what you can’t deliver. Blindingly obvious. So why do so many brands and businesses persist in creating illusions of customer service they simply cannot fulfil ? If I know what I am getting /signing up for, that’s cool.

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Posted in Case Studies, Customer Experience, Retail Innovation

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