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Author: Leigh Sparks
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2.11.2018 Details of my two new books added – Logistics and Retail Management and Food Retailing and Sustainable Development
12.07.2018 Our final Trading Places column for Town & Country Planning is now available on the Trading Places section of this blog
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Category Archives: Customer Service
HMV – predictable or what?
125 stores, 2200 direct employees, an unknown number of individuals and businesses also linked to, and supplying, the company; the administration and likely demise of HMV would be problematic at any time but between Christmas and New Year it has … Continue reading
Posted in administration, Amazon, Boxing Day, Closure, Competition, Consumer Change, Customer Service, Government, High Streets, HMV, Internet shopping, Local Retailers, Online Retailing, Rates, Record stores, Retail Change, Retail Failure, Tax, Technology, Timpsons, Town Centres, Uncategorized
Tagged administration, Amazon, Boxing Day, Business rates, Christmas, Christmas trading, Digital, HILCO, HMV, Internet, Music, Profits, Record shops, Sales, Streaming, Tax, technology, Timpson
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Some thoughts on the ASOS profit warning
The ASOS news this week was to many something of a surprise, but in reality it really shouldn’t be. A profit warning on Monday wiped almost 40% off its share price and impacted other retailers as well. Many of these … Continue reading
Posted in Asos, Black Friday, Brexit, Christmas, Competition, Consumer Change, Customer Service, Internet, Internet shopping, Online Retailing, Profits, Rates, Retail Change, Retailing, Tax, Uncategorized
Tagged Asos, Black Friday, Brexit, Business rates, Christmas, Consumers, High Street, Internet, Margin, Profits, Retail Crisis, Shares, Tax, Warnings
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Winston Churchill Memorial Trust Travelling Fellowships 2017
In the summer of 1989 I spent eight weeks travelling around the United States and Canada looking at the customer service practices of North American retailers. I visited numerous retailers, large and small, and interviewed countless owners, managers, directors and … Continue reading
Easy, it Ain’t
What with the announcement by a number of retailers that they are re-considering the tone of voice and announcements made by their self service checkouts and others who are removing such non-human (inhuman?) equipment, it has not been a good … Continue reading
Bread of Heaven
A couple of years ago this blog fell silent for a month or so. No, it was not one of my extended holidays (if, only), but rather involved me being otherwise occupied around the death of my father. Well, my … Continue reading
The Great, the Good and the Minister
There are a lot of retail industry conferences out there, and if I combined the industry ones and the academic ones (assuming cost was no barrier) then I am sure I could readily conference the year away. Boring, repetitive but … Continue reading
Posted in Brands, BRC, Consumer Change, Customer Service, High Streets, Internet, Multichannel, Retailers, Tax
Tagged BRC, Digital, High Street, Retail, Trust
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Don’t Bank On It
I was in a Building Society branch last Saturday morning in the centre of Stirling – a rare enough occurrence on its own, but made more interesting by the conversation going on next to me. The customer had a problem … Continue reading
Posted in Banks, Customer Service, Internet shopping, Marks and Spencer, Opening Hours
Tagged Banks, M&S, Opening Hours, Retail, Service
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