The fog is lifting
The changing face of customer service
For decades, customer service has been poorly understood – an afterthought to the proposition, a cost to be managed, or worse a series of independent and uncosted decisions which add up to an unplanned customer service experience.
Customer service deserves more attention: it is a major area of investment for consumer-facing businesses, and deployed right can deliver substantial returns in terms of immediate sales, customer loyalty and colleague engagement. The emergence of low-cost business models (notably in retail and travel) and the technology-driven explosion in the number of service channels (online, mobile, etc.) have shaken up customer service and led both consumers and companies to question established norms. The future of customer service is becoming clearer, and it poses important questions for any consumer-facing company.
The whirlwind in the China apparel market: In the last decade, expanding in China was an easy ride with high sales growth driven by store expansion and same store sales increase...but that is about to change
School of hard knocks
The higher education sector in the UK has witnessed significant growth over the past three decades, with a combination of demographic, economic and policy drivers fuelling demand (as measured by the number of applications) since the 1980s
Taking on the machines
The OC&C Proposition Index 2012 is the biggest and most comprehensive we have yet compiled
The big leagues
The OC&C Proposition Index is a major piece of consumer research conducted annually, measuring shopper perception of the strength of different retail propositions