Video Killed The Radio Star
29 Jan
2019

Video Killed the Radio Star

Retailers need to sell where the customers are. Wind back quite a few centuries and markets would probably have been the predominant shopping channel. As towns built up, the high street came to dominate as a convenient place to shop. Then came the shopping centres.
The Disloyal Customer
17 Dec
2018

The Disloyal Customer

I was at a conference the other day and, whilst awaiting the first speaker’s presentation, I was chatting with the lady next to me. I am not sure how it came up in conversation, but the subject we started talking about was customer loyalty programmes and their associated loyalty cards.
Generations
26 Nov
2018

All Together Now

I quite often give presentations explaining the characteristics of our future consumers – Generations Y and Z. Actually, they are just about all grown up now. Gen Y were born around 1977 to 1995 and are referred to as the Millennials. Generation Z were born roughly from 1996 onwards to 2012. After them comes the current newbies, Generation Alpha.
Multi Modal
28 Oct
2018

Is Multi-Modal the next big thing?

Quite a few years ago (pre-Internet) I was commissioned to carry out a feasibility study for a large telecommunications organisation. The idea was to test the concept of an electronic transport marketplace (ETM) covering the whole of mainland United Kingdom.
Library
21 Aug
2018

Information Banks - A Vision of the Future

Catalysed by the recent hive of activity surrounding GDPR, a few strands of thought from the past and present have come together in my mind to extrapolate a view on how our personal information might be managed in the far future.
Messages
23 Jul
2018

Getting the Message

The news that Etihad passengers will be able communicate with the airline via WhatsApp got me thinking about my own messaging apps. I use quite a few. On my mobile I have Whatsapp, Facebook Messenger, Skype, LinkedIn, Snapchat, Viber and good old SMS. Apart from SMS, they all provide global communication for free.
Airline Loyalty
26 Jun
2018

Is airline loyalty living in the dark ages?

After writing my blog last month about customer relationship management moving on, I have to ask the question: “Are airline loyalty schemes still living in the dark ages?”
Crmpic
28 May
2018

CRM is Moving On

A week or so ago I saw a demonstration of one of the better CRM systems, specifically designed for travel companies. What impressed me is how sophisticated customer relationship management has become.
Smart Tourism
17 Apr
2018

Smart Tourism 2020

One of the seminar sessions I am running at this year’s Arabian Travel Market is called Smart Tourism 2020.
Sophia
16 Mar
2018

Losing your Voice

I have been doing some research for a presentation that I will be giving next month. I am going to be talking about our future customers – Generation Z.