Sue Cockburn

Oct 1, 2024 | jewellermagazine.com | Simon Dell |Garry Grant |Doug Stephens |Sue Cockburn

In the age of digital communication, online reviews have become a powerful tool for consumers to share their experiences and influence the decision-making of other customers, which can, in turn, lead to the success or demise of businesses. While leaving a bad review can be a way to voice dissatisfaction, it’s crucial to understand that there are consequences for reviewers and the businesses they are critiquing.

Oct 1, 2024 | jewellermagazine.com | Doug Stephens |Sue Cockburn |Simon Dell |David Brown

Over the past 20 years, technology has transformed retail. Mobile phones have become conduits for communication, entertainment, and commerce. Once a novelty, technologies such as augmented reality have become commonplace in digital merchandising and selling tools. E-commerce, which in 2003 amounted to a rounding error on most retailers’ profit and loss statements, has become table stakes for any business wishing to survive. This shift is more significant than consumer-facing innovations.

Oct 1, 2024 | jewellermagazine.com | Sue Cockburn |Garry Grant |Doug Stephens |David Brown

Some time ago, I was captivated by an article on Nimble about building customer loyalty. The article by Ross Keating was titled ‘How To Build Customer Loyalty And Increase Revenue.’ This statistic caught my eye: 67 per cent of people cease trading with a business because of perceived indifference. The author’s take on this statistic was that “they [customers] did not know if the business loved them or not!”While the statistic is from 2004, it still rings true.