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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
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, ...
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...
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 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 ...