Customers take charge of shopping channels

Increasingly consumers are taking control of their own purchasing, through the internet etc. as customer service facilities disappear or become more expensive.

Customers take charge of shopping channels

Manfred Mareck

It has been happening all over the place – where once the price of services, or goods, included the benefit of assistance and help, now consumers have to pay for assistance or do the work themselves. The premium-rate telephone numbers of so-called customer service centres are just one example.

At the bank, paperwork for financial transactions used to be done by staff in a local branch (except they all seem to take their lunch at the busiest time of the day). Now, even the branches have disappeared and the only choice we...

Not a subscriber?

Schedule your live demo with our team today

WARC helps you to plan, create and deliver more effective marketing

  • Prove your case and back-up your idea

  • Get expert guidance on strategic challenges

  • Tackle current and emerging marketing themes

We’re long-term subscribers to WARC and it’s a tool we use extensively. We use it to source case studies and best practice for the purposes of internal training, as well as for putting persuasive cases to clients. In compiling a recent case for long-term, sustained investment in brand, we were able to support key marketing principles with numerous case studies sourced from WARC. It helped bring what could have been a relatively dry deck to life with recognisable brand successes from across a broad number of categories. It’s incredibly efficient to have such a wealth of insight in one place.

Insights Team
Bray Leino

You’re in good company

We work with 80% of Forbes' most valuable brands* and 80% of the world's top top-of-the-class agencies.

* Top 10 brands