The flurry of retail Christmas trading statements is over. And without a doubt the winners were online retail. This year, online retail scored a bigger and more significant win than ever before – average spend per online shopper was up by a massive £25 per head, a 15% increase from 2010. By contrast, high street shoppers spent on average £13 less than in 2010. So online retail was clear winners.

However, on closer inspection, our research (conducted through our syndicated online resea...

In this Vlog Paul Hudson, CEO of Intersperience explains how to ensure a customer service strategy which keeps pace with changing consumer expectations.

Customer service should be designed to meet the needs of the customer, not the needs of business. And yet many of my own recent experiences seem to me to underline that decisions are based on cost saving and improving internal processes, than actually improving the customer’s experience.

Take my recent experience with my broadband supplier. I contacted them because I was having difficulty switching to online billing, I had recently moved house and my online account was somehow still...