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3 min read
The Self-service Revolution and Customer Engagement
Piggly Wiggly in 1916, under the guidance of the pioneering retailer Clarence Saunders, revolutionised the shopping experience. By his idea, of not serving each customer by hand but rather individually pricing items, putting them on a shelf and suggesting customers help themselves, he planted the se...
2 min read
How Personalization Drives Better Experiences
Consumers are no longer coming to physical stores for the selection or the prices. They can usually find better alternatives to both online. They’re coming for the experience. Libraries, museums and other public buildings are seeing this shift, too. These industries are feeling increased pressure to...
1 min read
Putting Mobile-assisted Service Technology in the Hands of Your Staff
The era of wearable computing has already started and companies are starting to explore ways to improve their operations and customer experiences using new types of devices Retailers are beginning to experiment with wearable technology and devise strategies to complement the capabilities of their ex...
2 min read
The Future of Retail Customer Journeys
Shopper expectations are evolving faster than retailers are innovating and they expect to be put at the center of the shopping experience. Shoppers have a new and maturing set of expectations of retail. Many of the shifting attitudes of customers are being led by people currently between the age of ...
2 min read
So digitally speaking, who owns the customer?
Since the first caveman sold the secret of fire to his neighbour, people have been asking, “Who owns the customer?” Admittedly those that are doing the asking are usually management consultants. The rest of us are generally too busy selling stuff. Examining the functions of any enterprise tends to s...
3 min read
How to transform the citizen experience in the digital age
Governments in countries all over the globe are put in front of great challenges on how to deliver services to their citizens in an effective and efficient way. In the age of the customer, the power has shifted from the service provider to the customer. Empowered citizens increasingly demand more go...
2 min read
Hey What’s the Big Idea
We have entered a brave new world where data and insights rule supreme. Gone are the days when the Mad Men scrambled for the big idea between cocktails…a singular selling idea that could be beamed to the masses over television screens. Today it is all about customer experiences that occur across the...
2 min read
Sweeping the steps of Customer Experience in 2014′ – out with the old and in with the new for 2015
A couple of weeks into 2015, I feel it is time to reflect on the last twelve months in the world of Customer Experience. Twelve months is not a particularly long time in the context of a lifetime of experiences, yet it is remarkable what progress can be made in 365 days. If you can remember what you...