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2 min read
Why we have queues - and what to do about it
The reason queues form, in essence, is simple: there are more customers than people to serve them. In many, if not most, instances this is a good thing. How they are queuing, though, may be down to a range of factors. Queues that form spontaneously may follow a route that is dictated by space constr...
2 min read
Good Things Come to Those Who Manage Experiences
At Qmatic, we’re in the business of orchestrating better experiences. In many cases this is about managing waiting. But what is waiting, really? It has to do with time, of course. And a need – or you wouldn’t be waiting in the first place. We’ve been thinking hard about this, seemingly trivial, matt...
2 min read
“Click & Disconnect” – how to lose retail customers at the point of fulfillment
We all know that “Click and Collect” represents a huge opportunity for retailers to enhance their customer’s view of their brand, to lower costs from unsuccessful deliveries and to increase basket size. But it seems to me, that in the headlong rush to “digitise” their bricks and mortar business mode...
2 min read
The surprising gap in the modern Customer Experience business
In this era of the digital economy will the human interaction become less important? No, I don’t believe that. In fact it’s quite surprising how little is written about this subject and even more so, how little time is spent on understanding how modern technology can play a role in transforming the ...
1 min read
When is a passenger not a passenger?
The answer is simple, when they are a customer. I have just flown from London to Atlanta via British Airways. As they usual announcements were being made something really struck me. They no longer use the term passenger. The term was replaced with the far more meaningful word, customer. It struck me...
1 min read
Prepare for a very different experience and bring your phone, fully charged.
Some time ago my colleague Viktor invited the whole marketing team at Qmatic to dinner. He was very persuasive but yet cryptic. The only thing he said was: “Prepare for a very different experience and bring your phone, fully charged”. Being in the business of customer experience management I am sure...
2 min read
Digital signage reinvented – Integrating context marketing with the customer journey
When a customer comes to visit they go through a journey. The journey comprises a set of experiences. Those experiences shape how the customer will react as you deliver your messages and offer them different products and services. That journey is crucial to maximising the value of your customer’s vi...
2 min read
iBeacons, the Internet of Things and how this relates to great service
More than ever before, success depends on being able to offer a customer experience that is unique and more attractive than the competition. An experience that empowers customers so that they can decide the best way to interact with a service provider, e.g., a store, a bank branch, a public office, ...