Ethnographic thinking allows so-called 'off-topic' data to become the most valuable insight - the ‘cultural-glue’ that uncovers an “ecosystem of observations”.
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While the style of customer journey maps may vary, their most-often made mistake is universal - a failure to centre the journey on the customer themselves.
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'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?
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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.......
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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.
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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.
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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.
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What do you do when your tried-and-tested marketing techniques aren't as effective in today's economy? Start by staying positive - here's how some of those negative trends can have silver linings if your mindset allows you to see them..
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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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As creatures of habit, most of us draw comfort from things we're familiar with. But we've found that such 'learned familiarity' can cause problems in customer service design. So how can customer-facing teams deliver a standard process without disengaging with the individual needs and feelings of customers?
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UK Government telecom regulator Ofcom is unhappy with the way internet service providers (ISPs) are advertising broadband speeds, finding them to be not typical of what consumers actually receive.We explore the impact, the pros and cons of promising customers more than they might get.
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A great first and last impression can create a halo effect for more everyday aspects of a product or service. This effect is known as 'bookending'
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