Posts Categorised: Multichannel

Everyone knows that there is often a big difference between what people say and what they actually do. Take customer satisfaction surveys, for example. Companies invest significant time and resource in measuring the satisfaction levels of customers, but achieving positive satisfaction ratings does not necessarily correlate with actual customer behaviour: ideally low customer defection or

This year’s Black Friday was the UK’s biggest yet, with consumers spending £1.1bn on the day, up 35% on 2014 according to Experian. However, despite this boost, the BRC’s latest figures show that November’s retail sales grew at their weakest pace since 2011, with most of the Black Friday halo felt online.
As the trend

That’s how much was generated in the first 90 minutes of China’s newly famed Singles’ Day. By way of comparison, the four day period of Black Friday through Cyber Monday in the US last year generated $6.6 billion in total.
Pioneered by Alibaba, “double eleven” was first established in 2009 to provide retail therapy to

Meals on wheels

Author: Pragma / Categories:
  • F&B
  • Multichannel
  • While in Dubai this month, I was struck by the endless streams of delivery bikes weaving precariously through the traffic, on honourable missions to deliver hot food to hungry customers. This reminded me of Michael Holmes’s (previous Tesco MD) words at an industry event this year questioning whether the rise of the delivery market was

    Last year, Black Friday made its entrance on to the UK stage. The burning question now on industry analysts’ lips is whether UK retailers should ignore or embrace this latest US phenomenon. With 10% of people looking to do the bulk of their Christmas shopping on Black Friday this year (November 27) – a figure

    Hashtag nation

    Author: Pragma / Categories:
  • Multichannel
  • In the midst of ‘hashtag nation’ and the ‘selfie generation’, social media presents diverse opportunities for consumer businesses to interact with their audience. Social media users (SMUs) are creating their own online identities and can be powerful advocates of brands.
    Here are three examples of businesses which have recently harnessed the power of social media

    China crisis?

    Author: Pragma / Categories:
  • Multichannel
  • China is a complex country that mystifies even the savviest of western businessmen. Look no further than the world’s knee-jerk reaction to China’s stock market crash over the last several weeks. A plunging stock market in China tells us very little about the underlying economy:
    China’s stock market is driven by individual, not institutional, investors

    Anti-social behaviour

    Author: Pragma / Categories:
  • Multichannel
  • Many of today’s boardrooms are unconvinced by the value offered by social media. This scepticism starts at the top: over half of all CEOs have no social media presence at all and therefore don’t appreciate the impact it can have on their business.
    Specifically, board level executives haven’t worked out how to measure its return

    A for effort

    Author: Pragma / Categories:
  • Multichannel
  • There has been a lot of noise in the market about customer experience and the need to manage the various critical touchpoints of interaction between the business and its customers before, during, and after the purchase cycle. The overarching concept is straightforward – if it’s simple, they’ll come back, and voilà, you have a

    Ecommerce in Russia is booming. Having experienced 34% growth in 2013, 2014 saw the market increase by a further 34% to $14bn with economists projecting that the market will swell to $38 billion by 2018.
    One of the main causes has been the dramatic increase of internet penetration across the country, reaching 73 million