Customer Power: Real world examples of why it’s crucial to get the balance right

Customer-centricity is one of the hottest topic in business today. Across the world, companies of all sizes are looking for new ways to become more customer-centric in order to give themselves a competitive advantage in a decreasingly loyal marketplace.

Unfortunately, however, for many businesses the phrase “give them an inch; they’ll take a mile” is all too appropriate when it comes to customer-centricity. By striving to accommodate their customers wants and needs they leave themselves open to a proportion of their clients who will take advantage.

Get the balance wrong and give customers too much power and you will find yourself in a situation that is completely unsustainable in the long-term. (more…)

Ecommerce trends: What does 2016 have in store for e-tailers?

Ecommerce enjoyed a big year in 2015, with figures indicating that online retail sales in the UK topped £60 billion over the 12 months.

As consumers become increasingly comfortable with purchasing a wide range of products and services online, and with smartphone-based shopping expected to surge, the coming years are looking even brighter for e-tailers.

But, what does 2016 have in store for B2C ecommerce?

Following on from last year’s very popular 5 e-Commerce trend predictions for 2015 we’ve asked Ian Gordon of iWeb to take a look at the trends that will define the year ahead, and the opportunities that online retailers simply can’t afford to miss.

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