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1 min read
A great social experience
Now normally our marketing leader Mr Husmark asks me to write about face to face experiences but my recent contact with twitter and it’s impact on me, can’t be overlooked. I’m an avid user of Sky FM, the online radio station. I love the cool West Coast jazz. Recently I have tuned into the Holiday Sm...
2 min read
Inspirational customer experience quotes
Today, customers are in power and business success is based on how well companies can meet customers demands and expectations. Customers have many choices and it is critical to make their experiences as simple, consistent and relevant as possible as they pass through their customer journey. I have s...
1 min read
"How can we help you?" - The best start of all customer experiences.
When do you get that vital question? Most of the time it is when you meet a service advisor at the counter or desk; isn’t it? That is, of course, good and even necessary to get served, but it’s really too late. Let me explain. What you want is that question put as soon as possible, at the very begin...
2 min read
If you ever wondered – this is why you wait in line and why you hate it.
According to an article in New York Times (1), Americans spend roughly 37 billion hours each year waiting in line. The dominant cost of all this waiting is an emotional one: stress, boredom, that nagging sensation that one’s life is slipping away. In a recent poll of shoppers in the UK, US, Canada, ...
1 min read
How to lose your customer - Take him for granted
Like so much in life, you do not realise just how much you took it for granted until it disappeared. I am talking about the customer or more specifically, the customer on your premises. At one time we really did think nothing of the time that they spent with us. Why did it matter if they had to queu...
1 min read
Banks without staff - What a sad concept
Banks without staff- now that is a sad concept. Most humans seek interaction with their fellow man, and bank at some point. That said, I just read another “self service” product pushing article talking about how banks will look like in five years from now. A bank where computers/devices replace huma...
1 min read
When the service minded hotel became a pain
I recently wrote a blog post - ”When your welcome falls flat – and your customer walks out on you”. The story, now read close to 2500 times at CustomerThink was about the importance of managing every step of the customer journey in the best possible way. This seems to be a topic that never runs out ...