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A few years ago I was lucky enough to attend a conference in the beautiful city of Amsterdam. After getting up my name badge and picking through the obligatory bag of SWAG I spotted a handwritten note with my name on it. On closer inspection the note was from the conference organisers thanking me for attending and giving me a few tips on how I could get the most out of the event. Of course everyone had a hand written note, but the warm and fuzzy feeling it gave me for a few moments was worth the ticket price alone; it was a really nice welcome, and one Ive always remembered.

The personal touch is especially important within ecommerce

Consider this, with online sales growing at an exponential rate the digital high street is a congested place. Just last week I received five deliveries from various companies, everything from printer toner, to a birthday gift for my wife. Looking back at those items I struggle to recall who I bought them from; it all becomes a blur and its a term I'm calling merchant ambivalence.

Rumblings from the world of IT and ecommerce

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