Evidence from both the UK and US shows that large retailers are struggling to achieve their growth forecasts using price promotion as their lone marketing tactic. So what should they do, and who can they learn from?
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With so many people using smartphones and the apps that make them so appealing, is the creation of a customer service app the next big thing in customer experience? Our view is a provisional 'yes' - but it all depends on how the app is downloaded initially. For the lowdown, read on.....
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In a world where pharmaceutical companies traditionally focus on patient compliance with their medication regimes, how would a patient-centric model pay for itself? And how would we recognise its existence in a drug company’s behaviour?
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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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Regular visitors to this site will know that we have a particular interest in Gen Y or the Millennial Generation, so we’ve been out in the run-up to Christmas, watching them shop, both in High Streets and malls, as well as on-line. What have we learned? Here are 5 clues to attracting Gen Y shoppers……..
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Smartphone apps continue to expand on a whole variety of platforms.But what makes an app really stick? By this we mean an app that earns its keep long-term and becomes a part of your life. We offer 3 tips for anyone building an app.....
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In a busy deadline-driven world of operational efficiency, how do industry leaders find the time and motivation to build truly world-class organisations? Perhaps the answer lies not at the end of a rainbow but in the tail-end of a bell curve......
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This article shows how a doctor adapted the risk management techniques of aircraft-maker Boeing to improve the patient outcomes in his operating theatre. Read on to learn how checklists can improve the consistency and quality of any product or service.
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This week, figures showed as many as 25% of Britain's bookshops have closed in the last six years.Coupled with a similar decline in new store openings, this represents an alarming decline. So who's to blame, and what's to be done to restore the appeal of the UK bookshop?
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Customer Faithful's Rick Harris was a speaker at this month's WFDSA regional conference "East Meets West" in Istanbul, Turkey. The conference brought together experts from government, consumer groups, academia and the direct selling industry across the EMEA region.
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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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The recommendations and explanations were very practical (no consulting/ techie talk) and therefore it was meaningful. The deliverable has already acted as a great communication tool to a wider audience about areas for us to focus improvement projects.
Read MoreLoyal customers are often seen by marketers as the 'ideal customer segment'. But what's making them loyal? Is it your brand, your customer proposition, or simply the deal? In this article, we suggest a step-by-step process for making sure your customer segmentation is based on more than just low prices and promos.....
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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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In the second of a series of Customer Experience Case Studies, we lift the lid on a positive experience that demonstrates what truly responsive customer service looks like.
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We believe that almost all businesses have the raw talent in their employees to deliver a branded experience – and it’s the job of the company to unlock that potential. In seeking to achieve this, we recommend 3 simple rules to help engage employees into ‘living the brand’.
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Many companies rush out ‘quick wins’ to improve their customer experience – things that seem 'no-brainers', benefiting both the customer and organisation, fast to roll-out and cheap to do.But can firms improve quick-win initiatives from the very start? Here's how, with AB split-testing...
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Rick's next speaking engagement will be at the Brand Authority Through Talent event in London later this year. His session will focus on The Place of Customer Experience - how to make customer experience feel real, relevant and empowering for employees, as well as driving customer and brand loyalty.
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