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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 ...
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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...
1 min read
Six Tips for Enhancing the In-Store Customer Experience
There seems to be a revolution happening in the retail sector right now, and I for one am in favour of it. Retailers are finally convinced that if our high street stores are to survive threats such as ‘showrooming’ and the appetite for online shopping, then they must stop thinking about ‘point of sa...
1 min read
When your welcome falls flat
80% of big companies describes themselves as delivering “superior” service, but only 8% of customers say they’ve experienced “superior” service from these companies [1]. Unfortunately I am not surprised, that’s my personal feeling and experience as well. Many retailers are moving sales online, my co...