Ben Stirling Column

Customer acquisition costs continue their inexorable rise and are in danger of hitting unsustainable levels because the cost incurred to attract new shoppers to a retailer is now all too often a greater amount than their ultimate lifetime value to the business. In her much awaited annual ‘Internet Trends Report’ for 2019 technology guru Mary…

  Shopper behaviour is changing dramatically, with certain trends now becoming entrenched as the retail landscape continues to be redrawn as a result of the seismic impact of digital on all parts of-our daily lives. Among the key changes are the rise of micro-shopping, where consumers purchase frequent and often from a variety of retailers, and the expectation from shoppers…

Having worked across different sectors it is noticeable how retail is very much more about the transaction whereas with the travel industry experience is everything. The good news is that this could change because innovations in things like artificial intelligence (AI) and augmented reality (AR) are bringing a greater level of personalised service to retail.…