What happens when a problem occurs with your customer service?
Rather than react to problems ad-hoc, we advocate designing apology management directly into the experience. Here are three audit themes we’ve used to help design the ‘delivery of apology’…..
‘Pop-up’ stores have grown so much in recent years. But is the concept itself a winning proposition? Is it sustainable, and how good is the shopper experience? More importantly, what can we learn from pop-ups, not just as retailers but for anyone manging a brand and its customer experience?