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Customer service must keep a place for paper

Research shows a third of businesses are filing away and ignoring customer queries that arrive on paper. Charlotte Marshall, Managing Director of Iron Mountain in the UK, wants to examine this problem and why the integration of paper and automated customer service management is such an issue for businesses today. By Charlotte Marshall.


The time has finally come to unleash mobile ecommerce

Every year is expected to be ‘the year of mobile e-commerce’ and yet it never is! However, with Branding Brand predicting that more than 53% of visits to the top 500 e-tailers in 2014 will be from smartphones, we think it will be an important year for m-commerce. This comes after research carried out by the IMRG and Capgemini shows that in 2013 the UK spent £91bn in online sales, with sales via mobile devices increasing 138% from 2012. By Lee Cash.


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Ups and Downs in Music

By: NMK Created on: September 13th, 2007
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Research compiled by eMarketer from recent surveys shows that the total market for music is much larger than it has been historically, but that nonetheless total expenditure on music is considerably lower.

The US data shows that while only 20% of the population were music purchasers in 1980, that figure had grown to 32% in 2006. While online piracy may well be more widespread, the overall effect of having music available online seems, in some ways, to be positive: the number of people who actually buy music is larger.


The negative side to this story is that the amount of money spent by music consumers is much lower than in the past. The average music buyer spent $198 a year in 1980; today they spend just $120. The overall effect is lower revenues for the music industry.


The big change in the industry over this period has, of course, been the rise digital downloads. The nature of the format arguably helps to explain the figures. Digital download services like Apple’s iTunes Music Store allow the purchase of single tracks at an exact fraction of the cost of a whole album. While historically consumers have been forced to buy 8-12 tracks at a time, in the form of an album, digital stores encourage sampling. It’s possible to get just the single you heard on the radio, without having to put up with 5-6 ‘fillers’.


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