What Amazon knows about customer satisfaction

The letter from Amazon’s CEO to its shareholders has been doing the rounds on social media, with various comments about what it says (e.g., those six-page narrative documents in lieu of power point presentations), as well as about what it doesn’t say (namely, about the rise in Prime subscription fees).   The bit that caught … Continue reading What Amazon knows about customer satisfaction

Talk by UK Country Manager for Amazon, Doug Gurr

Amazon is much maligned for the effect it has on small retailers (not just bookstores), how it treats its warehouse workers, tax avoidance and other controversies. But one thing is true: it has amazing customer service.   I have been on the receiving end of great customer service from Amazon on numerous occasions and, again, this … Continue reading Talk by UK Country Manager for Amazon, Doug Gurr

Christmas adverts’ buzz – How does it help brands?

There are two topics of conversation that you are sure to encounter at one point or another, during Christmas season, in the UK. One, is the likelihood of a white Christmas (spoiler alert: very unlikely!). The other is the various Christmas adverts put up by the major brands.   As I write, Allegro’s Polish grandpa … Continue reading Christmas adverts’ buzz – How does it help brands?

Amazon enters the fresh food delivery market

Amazon is entering the fresh food delivery market, competing directly with supermarkets. It promises same day delivery. Though, for the time being, it is only serving Premium customers in the London area, as reported by the BBC: http://www.bbc.co.uk/news/business-36494472/embed   I said before that, for me, the killer advantage of Amazon vs. other retailers is not same … Continue reading Amazon enters the fresh food delivery market

Is a branded mobile app a step too far for book publishers?

I wrote a short piece for The Conversation (a website that disseminates academic research and provides analysis of news by academic researcher on) on the rationale behind Mills & Boon’s move into mobile apps. Mills & Boon, like other book publishers, has been dramatically impacted by digital technology and the associated changes in consumer behaviour, … Continue reading Is a branded mobile app a step too far for book publishers?