Category Archives: John’s Blog

2017, I believe, will be looked on as the tipping year as far as the Amazon Effect is concerned. I came across businesses that were simply ignoring the power of online shopping and told me that it would not affect them. I have been told customers will not buy "x" online. I find this approach to...

The Customer Experience Impact Report is now 7 years old, but still has some interesting research.

• 40% of consumers switch stores because of a store having a greater customer service reputation
• 55% of those that switch, say greater customer service, not product or price, are the primary reason they changed retailers
• 66% say they spend more time...

I am a great believer in the convergence and divergence theory and the food industry is really showing this in action. At one level with have 3D Food printers now moving into the restaurant scene. Food Ink are doing a world tour where guests can dine on...

The “Waitrose Food and Drink Report” was released in early November. This indicated that 50% of consumers decided at lunchtime on what they would have for an evening meal and 1 in 10 made the decision just before the meal. Many consumers were claiming that this helped them reduce food waste at home. This trend has...