All articles by Martin Newman – Page 2
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OpinionComment: Why customer relationship management is no longer enough
Customer relationship management (CRM) is too focused on transactions and now retailers must build two-way relationships.
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OpinionComment: Luxury brands must improve their online customer service offer
With ecommerce becoming increasingly prevalent, luxury retailers must improve their online and delivery service or risk losing their customers.
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OpinionComment: Sales knowledge is vital to ecommerce success
Retailers must leverage knowledge of their customers’ needs to optimise their ecommerce offers if they want to succeed in online retail.
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OpinionComment: Retail data – big or small, it’s what you do with it that matters
It doesn’t matter whether its big or small, we must make the best of any data.
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OpinionComment: Retailers can't afford to take their foot off the digital pedal
Marketing, buying and merchandising, IT, store operations, ecommerce - it’s the retail structure we know and love.
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OpinionComment: Delivery was a key reason for poor Christmas performances
It comes as little surprise that discussion of Debenhams’ and Mothercare’s lacklustre Christmas results have mentioned their online delivery propositions.
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OpinionComment: Use social media to turn customers into advocates
Truly customer-centric retailers are thin on the ground. An exception is Ao.com (formerly Appliances Online).
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OpinionComment: Amazon's dogged determination will continue to threaten other retailers
From its inception as an online book retailer, Amazon has grown to be one of the best-known retail brands among UK consumers.
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OpinionComment: Adopt a visionary approach to ecommerce for retail success
I have just returned from presenting at Shop.org, the US’s leading ecommerce event and the digital arm of the National Retail Federation, where I was asked to present in the ‘Bootcamp’.
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OpinionComment: Putting customer service first? Some retailers are having a laugh
Having been to the US on holiday I was reminded of my father, who always said Americans smile from the teeth outwards.
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OpinionComment: UK retailers have seized international opportunities
Britain is once again colonising the world as retailers expand their reach through ecommerce and multichannel with a number of approaches.
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OpinionComment: Retailers should offer a personalised online experience
Being relevant and personal online has never been more important.
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OpinionComment: The six buzzwords of ecommerce and multichannel retailing
Internationalisation, localisation, multichannel integration, mobilisation, personalisation and prioritisation.
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OpinionComment: Online and multichannel retailing have misleading job titles
What’s in a name? Quite a lot actually, because in the world of online and multichannel retailing, job titles can be quite misleading. This confusion can have all sorts of effects.
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OpinionComment: Was it an online Christmas?
It’s clear that online sales accelerated quite considerably over Christmas.
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OpinionComment: 12 top tips for successful Christmas trading
On the first day of Christmas my true love sent to me, a messenger bag from Mulberry (pronounced Mulbe-ree).
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OpinionComment: Retailers must use customer data effectively
I’m not a lover of TLAs – that’s two- or three-letter acronyms in case you didn’t know.
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OpinionComment: Closing the wrong stores can lead to a click-and-collect disaster
For the avoidance of doubt, I’m a practicologist not a proctologist.
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OpinionComment: GB leads the way in ecommerce market
In contrast to an irrelevant politician who expressed his displeasure with the Olympic opening ceremony, I thought it was pure genius.
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OpinionComment: Time for retailers to get a mobile strategy
Mobile is redefining how consumers shop and engage with a brand, and many of us are now shopping on the go.
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