Crying
14 Sep
2020

Let’s Get Emotional

There are very few other products being sold online that have as much emotional pulling power as a holiday. A vacation is the stuff of dreams, but also of detailed ongoing research and of high capital outlay. For many families, the most they will spend on a single item in a typical year is the purchase of their annual holiday.
Zoom
05 May
2020

Zooming Up

Did you buy Zoom shares at the start of the Coronavirus crisis? I didn’t, unfortunately. They were hovering around $70 until the end of January then started a steady rise hitting a peak of about $160 on 23 March.
Voice
06 Jan
2020

Voice – The New Super Aggregator

With a New Year starting it’s always fun to look ahead at what technology might be bringing us. One of the most exciting tech developments over the last few years has been the rise of voice devices.
Monarch
25 Sep
2019

Thomas Cook and Butterflies

It’s about two years ago that my Monarch Airlines tickets became worthless when the Monarch Travel Group collapsed. I wasn’t too badly off.
Messaging
20 Jun
2019

Get the Message

Last week, I chaired TTI’s Customer Engagement Forum. What struck me is how many facets there are to successfully engaging with your customers – past, present and future. The online world is crowded with so many companies fighting for your attention. Cutting through the noise and establishing relationships with consumers has never been more difficult.
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.