Lessons for retail from luxury after-care

In the past few years alone we’ve seen personalisation, targeted ads and a seamless multi-channel experience become must-haves rather than nice-to-haves, and the level of personalised attention consumers expect from brands is now staggering.

Detective work: calculate the true cost of bad IT service

If the focus of your IT costs has been on spending money on software and hardware infrastructure, you have only scraped the tip of the iceberg. The long-term ongoing costs – support and services – remain unseen, and these can be considerably more. Experts have estimated that 80 per cent of total IT costs occur after initial purchase.