'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?
Read MoreCustomer Service is evolving. No longer a single department, now organisations are developing their customer experience, embedding service in the whole proposition for all customers. So what does this mean for the future of customer service?
Read MoreCustomer Faithful's Rick Harris will be making two presentations at the Pfizer Lifelines seminars on March 14th, showcasing some of the techniques and findings from projects undertaken within the Pfizer Lifelines programme since 2010.
Read MoreCustomer experience (CX) dogma has drilled companies into engineering their products and services for consistency. But what about their people? Could or should firms ''dare to be different' and hire employees outside of their usual profile?
Read MoreFor 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.......
Read MoreIt'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.
Read MoreIt’s hardly a new idea that sales teams need to respond to what their customers want from their products and services. But what if the things that customers truly value are still unknown to the company? Or seemingly beyond your firms’ control altogether?
Read MoreExploring the end-to-end customer journey is crucial to understanding customer experience. This article uses a Loews Hotel Group case study to illustrate how such insight can drive a more distinctive proposition.
Read MoreOur previous blog for how to make queuing a more positive experience has become our 3rd most popular article! So, we figured we'd keep looking for more ideas and resources to share on this. Here's some of the best we've seen in recent months....
Read MoreWe're a regular contributor to Hakki Ozmorali's series "Direct Selling Wisdom in 100 Words".In his latest post, he explores the role of celebrity endorsement for the direct selling industry, and we're happy to add our thoughts to the expert panel.
Read MoreReview websites have been around almost as long as the internet itself, with TripAdvisor.com being one of the oldest and best-established. Now, with question-marks over the objectiveness of its and many other website reviews, we explore how users can get the best from consumer reviews.
Read More‘Signature moments’ are particular features, built to typify a brand – to shine out as something distinctive, memorable, iconic even. Yet this article will argue that these much-vaunted signatures can too often substitute a higher goal – that of serving a customer’s individual needs with appropriately branded behaviour.
Read MoreCEX has been steadily gaining acceptance as an indicator of commercial profitability. But does a customer actually include a company's ethical behaviour in their assessment of personal experience? In this article, we explore the theory and reality, and come up with a bottom line of our own.
Read MoreRail travel in Switzerland (known as SBB) is widely recognised as being one of, if not the best networks in the world. But what do Swiss people themselves think about it? Curiously, not very much.And there lies the clue........
Read MoreIn 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.
Read MoreWhat 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'.....
Read MoreFollowing our article on promotion un-bundling last year, this blog adds further research demonstrating our belief that consumers can be attracted to individual purchases just as much, if not more so, than discounted bundles. Curious? Read on........
Read MoreRick 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.
Read More
