Previous

"An insightful and refreshing look at the way consumers and retailers interact in this modern age.”

Sir Stuart Rose,
Chairman of Marks & Spencer plc

All royalties to The Princes' Trust

More Info >>




Buy The Book >>

Resources

Resources

Transforming Branches and the Branch Network.

Author: David Kerstein

 

A very interesting presentation from Peak Performance Consulting Group on Transforming Branches and the Branch network. 

 



Customer Experience Articles & Tips

Author: Sven-Olof Husmark

 

Description: More than ever before, success depends on being able to offer a customer experience that is unique and more attractive than the competition. An experience that empowers customers so that they can decide the best way to interact with a service provider, e.g. a store, a bank branch, a public office or a hospital.

 

Link: How iBeacons, The Internet of Things and How This Relates to Great Service


Slide Show of How iBeacons can be used to connect to service and improve customer experience


Author: Sven-Olof Husmark

 

Description: If you have ever wondered  - this is why you wait in line and this is why you hate it.


Link: http://www.qmatic.com/en/Blog/If-you-ever-wondered--this-why-you-wait-in-line--and-why-you-hate-it/



Author: Smith & Co

 

Description: Various topics, including: How do you define customer experience, The top 10 tips for managing customer experience, Customer Loyalty, Turning customers into advocates, Organisational alignment, The people factor, The power of instinct in customer experience, Customer experience in your contact centre.

 

Link: http://www.smithcoconsultancy.com/customer-experience-ideas/customer-experience-articles/ 

 

 


 

Customer Experience Management Articles

 

Author: Clear Action

 

Description: Numerous including Customer Experience Management Benchmarking Study 2011.

 

Link: http://www.clearaction.biz/customer-management 

 

 


 

Best of Customer Experience

 

Author: Jay Ehret - The Marketing Spot.

 

Description: Best of all articles condensed into one study.

 

Link: http://themarketingspot.com/2010/05/best-of-customer-experience.html

 

 


 

Understanding A Customer's emotions is essential to a positive Customer experience

 

Author: Rainmaker Group.

 

Description: Understanding A Customer's emotions essential to a positive Customer experience including "what we can all learn about Customer Service from Ozzy Osbourne!"!

 

Link: http://www.therainmakergroupinc.com/customer-service-and-experience/

 

 


 

Customer Advocacy Behaviour

 

Author: Michael Lowenstein

 

Description: Including free e book on 10 big ideas on Customer Experience Management.

 

Link: http://www.customerthink.com/article/customer_advocacy_behavior_personal_brand_connection

 

 


 

Christopher Elliot

 

Author: Christopher Elliot

 

Description: Bills himself as a Consumer advocate, author and journalist.

 

Link: http://www.elliott.org/about/christopher-elliott-biography/ 

 

 


 

Customer Advocacy and Brand Development

 

Author: Christopher Lawer and Simon Knox

 

Description: Customer Advocacy and Brand Development.

 

Link: http://www.emeraldinsight.com/journals.htm?articleid=1554417&show=html

 

 


 

The Future of Shopping 

 

Author: Darrell Rigby - Harvard Business School 

 

Link: http://hbr.org/2011/12/the-future-of-shopping

 

 


 

Omnichannel retailing


Author: Darrell Rigby - Bain & Company

 

Link: http://www.bain.com/publications/articles/bain-2011-2012-retail-holiday-newsletter-issue-3.aspx

 



We're ready for the Omnichannel Revolution - Are you? 


Author: Lisa Arthur - Forbes

 

Link: http://www.forbes.com/sites/lisaarthur/2012/05/08/were-ready-for-the-omnichannel-revolution-are-you/ 

 


As Internet Sales Grow, Retailers go omni-channel. 


Author: Knowledge Wharton

 

Link: http://knowledgetoday.wharton.upenn.edu/2011/11/as-internet-sales-grow-retailers-go-omni-channel/

 


Mobile POS in the age of omni-channel 

 

Link: http://www.retailcustomerexperience.com/blog/8149/Mobile-POS-in-the-age-of-omni-channel 

 



The Economics of Omni-Channel


Link:
http://blog.retail-assist.co.uk/opinion/the-economics-of-omni-channel.html

 


3 Ways Omni-Channel Retailing can bring in bigger spenders


Link:
 http://blog.swipelyworks.com/direct-marketing-promotion/omni-channel-retailing

 


Time from Branch Optmisation

 

Link: http://www.ababj.com/retail-banking/time-for-branch-optimization-jan.-10.html

 


5 Ways to Optimise the Branch 

 

Link: http://www.americanbanker.com/magazine/120_5/5-ways-to-optimize-the-branch-1018034-1.html

 

 


Why Waiting in Line is Torture

 

Link: http://www.nytimes.com/2012/08/19/opinion/sunday/why-waiting-in-line-is-torture.html?_r=3