With the opening of not one but two ‘product-less’ concept stores (Nordstrom Local announces openings in New York), it seemed timely … More
Category: Talking Points
Dirty Floors and Retail Basics
While there has been a tendency to paint e-commerce as the thorn in the side of traditional retail, a recent … More
What lies in store for the future of retail metrics?
Typical – you wait an hour for one article about the inadequacies of our current methods for measuring retail performance, … More
NPS: where next for the Net Promoter Score?
NPS was developed by an employee of Bain & Co consultancy in 2003, to provide a way to measure customer … More
The Amazon Fake Reviews Trap: Freakin’ Cheatin’ and What Businesses Can Do To Avoid It
It’s all over the news about Amazon and fake reviews and yet—is it really news? Amazon does its best to … More
Would You Recommend NPS to a Friend or Colleague?
I’m 7-ish. NPS, or Net Promoter Score, is a tool companies use to measure customer loyalty. It’s based on the … More
Are Customers Really Too Busy to Give Feedback?
52% of senior leaders believe customer experience is the “most important way” to differentiate their brands—that’s great, but many brands … More
UK Retail: The Survival of the Fittest
For those of us who’ve been a part of the UK retail industry for any length of time, April headlines … More
