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Tag: experience design
Even though customer journey maps are now commonplace in large organisations, the design process for creating them is far from standardised. There can be all...
'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?
Customer Faithful's Rick Harris will make the opening presentation at this year's Shopper Marketing Summit on May 16 at the Sheraton Hotel in Bogota, Columbia. This year's event will focus on understanding how and why shopper buying decisions are made in-store.
For a customer experience to achieve its goals, it needs employees to feel free to deliver it authentically. So how can firms empower their people to provide a great experience, without risking them going off-piste? By being brave. Here's why.......
It's the last week of pre-Christmas shopping, and out-of-town shopping centres are humming with crowds. But overall, shopping centre growth is in decline, so what happens next? We look at potential ideas for the future of shopping centre venues.
In our crowded world, businesses need to respond by planning ways to increase capacity. But this can take years to deliver via infrastructure. So, in the meantime, here's how firms can explore quickly where and why crowds form, along with a practical approach to reducing the problem.
Rick addressed members of The Sales Club in London in September 2012. His session focused on the Impact of Customer Experience on Sales – demonstrating how customer experience differs from customer service and why it takes you further in impacting sales performance and brand loyalty.
As shoppers, we're all used to easy access to heaps of product information, right? Just google the item you want, and dozens of online retailers will come to your aid. But how much of this data is what customers actually want? Can shoppers trust it, and how important is this in the overall customer experience?
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