About michael

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So far michael has created 24 blog entries.

Amazon know their customers. Do you?

By | April 23rd, 2018|Blog, In Store|

There’s a reason that Amazon are doing so well: they know their customers. And although it’s easy to say they let algorithms do their work, the fact is, they know what to do with data when they collect it. So ask yourself, with more opportunities available to collect shopper data in the mall, are you [...]

Having the right IVR options

By | March 20th, 2018|Blog, On The Phone|

The incorporation of Interactive Voice Response (IVR) into telephone systems was an exceptionally innovative idea. Somewhat surprisingly, the technology began as far back as in the 1970’s, but the first editions were far too expensive to be used in the mainstream, and the complexity of the technology meant it didn’t really take off until the [...]

Simplifying your customer journey for telephony

By | March 20th, 2018|Blog, On The Phone|

One of the most effective ways to improve your telephony channel is to simply think about the main reason your customers are calling. If you record data on incoming calls, you can often see patterns emerge regarding when customers are calling and why. Even if you don’t record data, it’s worth talking to your call [...]

Centre Managers vs Retailer Managers

By | March 20th, 2018|Blog, In Store|

"Our research shows that 78% of Brits opt for online shopping rather than going to the High Street or department stores to buy gifts. This is because they find shopping stressful and only a minority find the experience of actually visiting a shop inspiring." This quote comes from Professor Heiner Evanschitzky, Director of the Aston [...]

5 ways for call deflection to enhance your customers’ experience

By | March 19th, 2018|Blog, On The Phone|

There’s a certain irony that although the telephone is still the preferred choice when it comes to customers dealing with your brand, they’re often very happy to go online if it means they can help themselves quicker or more efficiently. Be warned, though – getting your “deflection” options wrong has the potential to backfire hugely [...]

AI, Bots, and the human touch

By | March 19th, 2018|Blog, Digital|

Like or it don’t, your business will become increasingly dependent on bots. But your first step towards making them something customers want to deal with can actually be straightforward. Let’s start with the simple stuff. What’s the lowest effort change you can make to instil your lifeless bot with some semblance of humanity? Give it a [...]

Facebook just killed Organic Reach – a social game changer?

By | February 1st, 2018|Blog, Digital|

If you didn't spot this news already, Facebook just changed the game significantly. Underneath an announcement to "make sure the time we all spend on Facebook is time well spent", Mark Zuckerberg effectively just killed organic reach on Facebook. From now, Facebook friends and family posts will start to take precedent over public content [...]

Fa, la, la, la, la, la, la, la, la! ‘So when should we turn on the Christmas Music then?

By | October 9th, 2017|Blog, In Store|

All of sudden comes the realisation it’s only 8 weeks to Christmas, or as those of us in business think – there’s only 6 weeks left till the end of the year. That begs the question… When should we start the Christmas music? The answer lies in what your business does and who it [...]