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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, ...
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...
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....
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...
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
Why enterprise appointment management matters for the customer experience
Today’s society is increasingly connected 24 hours a day. From smartphones and tablets to computers, it is how a growing number of people want to view information, communicate, purchase and conduct routine daily tasks that previously were done manually. Scheduling appointments is routine among many ...
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1 min read
Using customer journey discovery to optimize the customer experience
Designing a solution that provides the means for a personalized and seamless journey is a challenge. If you can incorporate a holistic approach into a wider Customer Experience Management strategy that covers all areas of your store, branch, or hospital design, from doorstep to service, then it will...