Me-Tailing: How to Help Your Customers Help Themselvesby Tim Phillips
Telephone, digital TV and the Internet take it a step further. Customers are taking
Faster than many of us realise the retail environment is evolving -- giving customers the opportunity to serve themselves. Whether it's self-scanning at supermarkets, e-ticketing from kiosks or videos from vending machines, the benefits are queue reduction, cost and convenience.
Telephone, digital TV and the Internet take it a step further. Customers are taking control -- competitors are always lurking and 'relationships' with customers are being driven towards the 'segment of one'. This provides huge opportunities for retailers who can see them and respond well.
This book looks at the ways these new forms of retailing work -- customer service is no longer a smile, it's providing tangible benefits based on relevance, convenience and value. Buyers' clubs, 'online marketplaces', stored value cards, pre-paid services and home delivery give you opportunities as well as pressures.
The book spells out many of the opportunities and the risks -- including fraud. But the biggest risk is ignoring the trend, or being a 'lame duck' by not being truly committed to embracing the inevitable.
- Bowerdean Publishing
- Publication date:
- Product dimensions:
- 6.87(w) x 9.47(h) x 0.31(d)
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