Very lucky to be snowboarding in Whistler in Canada this week.
As ever, on the look out for trends, ideas and things to learn for back home.
The first thing that has struck me (even from just reading the Sky Shopping magazine on the flight!) is the level of ‘personalisation’ that’s going on. There’s a clear upsurge in people being able to buy things exactly to their specification.
Combined, as ever, in the US and Canada, with great ‘personal’ service, it provides a really great customer experience.
The estimated 1 million people who have downloaded standard letters from websites such as moneysavingexpert.com to claim their illegal bank charges back is further evidence if any was needed of the shift of power to consumers, and the influence of ‘word of mouse’.
From the protest of just one single law student who, back in 2004, was unhappy about being charged