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Paul Hudson
Paul Hudson CEO of Intersperience
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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...

Listening to what isn't said

Peter Drucker once said, ďThe most important thing in communication is hearing what isnít said.Ē

ExactlyÖand Iíd also suggest hearing what isnít said is just as important in building a remarkable customer experience.

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