Touch Points
Goodbye e-commerce, hello 'customer interaction'

Goodbye e-commerce, hello ‘customer interaction’

In my last post I outlined how we need to start changing our thinking about multi-channel, in particular the fact that we will need to start thinking about a collection of touchpoints that we offer to the consumer and provide a good user experience across these touchpoints. Now, the message that the user experience needs...
Reinvesting in the Luxury Consumer

Reinvesting in the Luxury Consumer

With nearly half of all luxury brands selling directly online, there has been much discussion around the lack of touch points connecting and fortifying the luxury retail experience. Opting instead for traditional ecommerce and marketing channels, many luxury retailers fear the loss of exclusivity as brands move online. How does one convey exclusivity in a...
Can we please bring the Changing Room into the 21st Century?

Can we please bring the Changing Room into the 21st Century?

I love shopping. Always have done. I remember when I was a kid and my mother would take me shopping for new clothes. Walking into the department store I was assaulted by the smell of everything new, all the season’s new colours, fabrics, and the possibility of finding that one outfit that would make me...

Multi-channel – it’s not what it used to be…

The world of multi-channel commerce is a very fascinating one at the moment. Just like an old steam locomotive the multi-channel train has taken some time to gain speed, but now that it’s going, there is no stopping it. It may even have just gone over that the top of the mountain and is now...

Which Platform for Mobile Apps

My philosophy is to support the mobile internet rather than mobile apps, but it certainly makes sense to think about preferences in the mobile app market. The most prominent is Apple’s iOS, although it’s being challenged by Google’s Android platform and in fact has overtaken iOS recently. So, what about all the other mobile operating...

Facebook; the Next Google?

According to a recent article in TechCrunch, Facebook has become the world’s identity gatekeeper; your age, sex, location, where you went to school, where you work, who your friends are is all personal data is used to serve you tidbits of information that you are likely to be interested in. Want to see picture of...

Mobile 360˚

Say ‘mobile commerce’ to customers and many of them will instantly think of the iPhone. While this isn’t ‘wrong’, especially given the buzz around it,  I urge people to think beyond the iPhone and consider the following elements as part of a mobile strategy as well.   Mobile Web This is your low hanging fruit....

Customer Experience Defines Brand

My mother decided she needed a new printer last year. She waited until late December to order one so that I would be around over the holidays to install it. “You can help me set it up?”. “Of course” I said. She received an email on Boxing Day from the large consumer electronics outfit she’d...

Augmented Reality

Augmented what I hear you cry?! I’m sure you have seen it in action already. It was all over the media shortly after the iPhone was released. So, what is it then? Essentially it’s a head up display using the camera on your phone. GPS and compass information map additional information on the live camera...

Turn On, Check In, Check Out

Location based check-in services (Foursquare, Gowalla, Facebook Places, etc) are mobile apps enabling smartphone users to ‘check-in’ to their current location and share it with their friends. As with most social media services the concept sounds deceptively simple, too simple in fact. As a user, you can at first end up asking yourself why you’re...

Facebook’s smear against Google

While Google at least pretended it wouldn’t be evil, Facebook never made that claim, didn’t they? Now they have shown their true colours. And somehow I’m not surprised. They managed to get all this great data from us, because we wanted to believe that this is just a site run by students, connecting people out...

HTML5 vs. Mobile App. The Winner is…

Both! At least in the short term. In the long run I would put my money on HTML5, certainly when it comes to the right strategy for customers. It’s not that I don’t like apps; I can clearly see their advantage when it comes to specialised tasks. They have to be the Rolls Royce in...