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3 min read
Queuing in the age of customer experience
I visited a trade fair some time ago and did of course register on-line in an attempt to avoid queuing at the entrance. I was very surprised to find total chaos when I arrived to the fair. There were no queues to get any tickets but all registered visitors needed an identification sticker. The resul...
2 min read
A really bad visit to the bank branch
I don’t visit my bank that often these days. But when I do, I always walk out being both frustrated and disappointed. Mainly because they don’t do anything to improve the experience of my visit but also because they miss to maximise the sales opportunity they have when I am in their branch. Why are ...
1 min read
How to create an efficient retail bank branch without sacrificing the customer experience.
Identifying ways to improve efficiency and reduce costs without compromising the quality of service is a challenge for many financial institutions. By applying solutions to better manage the customer journey, it is possible streamline the customer flow to increase occupancy and lower cost per transa...
2 min read
Click and...WAIT FOR IT...Collect?
Imagine. CLICK........ A sexy website. A great brand. A superb product range. Half a dozen clicks and a few minutes later you’ve bought exactly what you want. You print your order confirmation or save your email. You just need to go and collect it. That’s all. Just collect it. Just. What a service! ...
1 min read
Face to face communication the challenge and the upside
All the research we see shows that around 70% of all sales will be concluded face to face. That’s estimated to be worth as much as €15-20 billion in the finance sector alone. The research is from EFMA McKinsey. In retail there is a wave of data that points to customers wanting to collect their goods...
2 min read
Customer journey through mobile devices
I hate to wait in line. And I imagine you might too. How much of an impact do you think this modern-day shopping temperament has on your business? I find myself waiting for service in stores way too often. In those situations, I usually bring up my smartphone to kill some time while thinking: “Would...
2 min read
What makes the experience of a patient good?
To begin with, is there such a thing as good patient experience? Isn’t it really just levels of bad experience? After all, you are normally there for a serious reason, being ill, being a patient. And then, crowded clinics and hospitals struggling to provide the care you need with a less and less sta...
2 min read
Banking on better customer experience
Bank customers today have more choices in how, when and where they can to do their banking. Changing bank is easy and the engagement with one specific bank is not life-long anymore. Simply put, customers are prepared to walk A recent Cap Gemini study [1] on global retail banking states that only 50%...