Channel shift again

When I look back through the canon of my blogs, there are over twelve hundred of them, a regular topic is channel management. It is something I keep coming back to. Well, you don’t expect me to write on a completely different topic every time do you? The reason I write about it regularly is … Continue reading Channel shift again

A woman at the chemists

The woman behind the counter asked me a very unusual question. You see, I had popped into Boots the chemist near the Monument in Newcastle. I wanted to buy some pain killers and for some peculiarly British tradition there is a ritual that we have to go through. The tablets contain codeine, which can be … Continue reading A woman at the chemists

Welcome pack

When I was in the office products trade I came up with what I thought was a cracking idea. At the time I was the general manager of the depot in Newcastle and it was my job, among others, to make sure that the business grew and returned a profit. The idea was not original, … Continue reading Welcome pack

Appropriate channel management

Is channel shift the way to go?  For years now we have been obsessed which moving customer traffic from one channel to another.  Cost has been the driver.  Move your customers from the most expensive channels to lower cost ones, face to face, then telephone and then online. Clever people have worked out the transactional … Continue reading Appropriate channel management

Consumer Priorities

This week it is Customer Service Week, an opportunity to celebrate all that is customer related.  Yes, I know that every week should be the week that we focus on our customers.  They are of course the life blood of any organisation yet this week is like their birthday, we are going to mark each … Continue reading Consumer Priorities

Smart Stanley again

Smart Stanley seems to be going well.  The idea is to have a number of small projects that use digital to enhance the experience of the town for everyone that lives there, works there or is a visitor.  We made a major breakthrough with the launch of the web site a few weeks back.  Daniel … Continue reading Smart Stanley again

Opening data

I think I’m finally beginning to win the argument over open data.  It has been a long haul and there are many sceptics.  They are quite right to be so, as it’s very hard to prove the benefits of opening up data for all to see.  Some projects have done it very well and are … Continue reading Opening data