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2 min read
The importance of customer experience for governments
From city halls and tax offices to embassies and consulates, finding ways to make the best use of resources to meet centrally set targets at the lowest cost is a top priority. But what about citizens’ experiences, do they really matter or is everything about cost? Governments in countries all over t...
2 min read
A simple way to keep customers in the store for a longer time and to get them to buy more
If you are a retailer you know that research indicates that 75% of purchasing decisions are made when the customer is in-store yet nearly 80% of customers often leave the store without buying anything. You also know that people in the store are more likely to buy something they already know about th...
1 min read
The story about Mr. Smith and his painful and enjoyable journeys
Mr. Smith has been a regular customer of his bank for 15 years. Almost out of habit, really. Some would call it loyalty. He’s been relatively happy with the service, but lately, well, he’s starting to feel left out. Questioning the bank’s commitment to serving his needs – and wondering if they care....
1 min read
Shoppers using multiple retail channels spend more money
In today’s highly competitive business climate, being able to attract, serve and satisfy more customers is a key to success and increasing revenue. A happy customer is more likely to be a loyal one, a customer coming back to your store. By this I mean a customer who enjoys spending time and money in...
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, ...