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1 min read
4 Important Research Findings about Customer Experience
When we surveyed* 500 shoppers a few weeks ago, the majority (70%) cited that having a good overall shopping experience is important to them. Following a bad customer experience in the last year, around one in three (31%) consumer respondents confirmed that have stopped using a retailer and over hal...
1 min read
How you drive that extra item into the shopping basket
The ability to get a shopper to buy just one more item, when they are in the store, is the holy grail of retail. When you consider how many millions of shoppers visit stores every day week and year, it’s easy to do the math. I have been asked the question on a many occasions by retailers, how do you...
2 min read
How iBeacons can improve customer experience
Even with the current technology hype around iBeacons and BLE, most people probably have never heard of it. But since Apple last year subtly introduced iBeacon as part of iOS 7, more and more companies are now taking advantage of the feature and are launching early products and services. What is iBe...
2 min read
Why 90% of Your Customers Leave After a Single Bad Experience – And What To Do About It
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, coming back to your store. Retaining customers and keeping them loyal to your brand is a challenge th...
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...