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Paul Hudson
Paul Hudson CEO of Intersperience
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Communication breeds communication

I was struck by the results of a recent project, which showed 25% of customers felt the need to phone or email as a direct result of an enquiry sought via the web.

For a long time, I have always believed and stated that communication will always breed more communication. We humans tend to be social animals after all. And providing any information about anything tends to engage the reader and can lead to more questions. In fact, Ďengagementí is often a measure of success for marketing...

Online retailers miss opportunities

I was honoured to read our research quoted on the Retail Systems blog last week. The post draws attention to the underlying opportunities that online retailers are missing.

It is true that online sales continue to grow at a staggering rate Ė up 18% this Christmas from 2009 and accounted for about 10.6% of all retail sales. Without a doubt, this is phenomenal growth at a time when household budgets are under the cosh...

Why self-service isnít customer service

Iíve been meaning to write this blog for some time, ever since we posted our article ĎThe Hidden Cost of Self-Serviceí in our eJournal in February 2010. Iím sure there were many people that agreed with its sentiment and also many who didnít; so I wanted to explain some more about the research that underpins that article.

Self-service offers many benefits to the customer Ė convenience, speed...

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