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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
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...