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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
Smart business applications empowers staff to deliver better customer experience
Imagine yourself interviewing the head of supply or production in a product oriented company. You discuss the company’s supply chain and production strategy to understand how the company manages these critical processes. It is highly likely that the manager has several presentations available “off s...
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
A really bad visit to the bank branch
I don’t visit my bank that often these days. But when I do, I always walk out being both frustrated and disappointed. Mainly because they don’t do anything to improve the experience of my visit but also because they miss to maximise the sales opportunity they have when I am in their branch. Why are ...
1 min read
How to create an efficient retail bank branch without sacrificing the customer experience.
Identifying ways to improve efficiency and reduce costs without compromising the quality of service is a challenge for many financial institutions. By applying solutions to better manage the customer journey, it is possible streamline the customer flow to increase occupancy and lower cost per transa...
2 min read
Banking on better customer experience
Bank customers today have more choices in how, when and where they can to do their banking. Changing bank is easy and the engagement with one specific bank is not life-long anymore. Simply put, customers are prepared to walk A recent Cap Gemini study [1] on global retail banking states that only 50%...