"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
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Think Space
- Fitting a name to a face
- Customer Experience – Too Much of a Good Thing?
- Great Expectations
- Human Contact - the missing ingredient in the service proposition?
- The Cross Channel Ferry
- Customer Feedback Fatigue
- Face the Facts - A White Paper
- A Great Experience Revisited
- The Bottom Line on Queues
- Can the whole organisation really get inside your customer’s head?
- Customer Experience with Wings
- When “Self Service” means “No Service”
- What every customer wants; seamless and personalised customer journeys
- Bank Branches - The Great Pruning
- Q-Wandery
- NPS – and the Law of Unintended Consequences
- How The Living Wage will drive Customer Experience & Productivity
- The Nudge Promoter Score
- “Bad Profits” vs great Customer Experience on the High Street
- The Path to Nudge Lies EAST
- Fred Reichheld rescues Christmas or No Pandemonium Santa!
- The Pranksters Arms: A pub and a bank in Tandem?
- How banks get customers wrong
- Parallel Meddler
- Spare Some Change? - Banking on a Better Experience
- Buying on Line Pre Xmas – Naughty or Nice?
- High Times in the High Street?
- Accident or Emergency? The NHS Bandwagon
- So, who owns the Customer, digitally speaking?
- Why One High Street store has succeeded where others are failing
Think Space
Buying on Line Pre Xmas – Naughty or Nice?
Inspired by a story in the Gloucester Echo (16th December 2014) where Phil Norris’ parcels were placed inside his rubbish bin, ready for the refuse man to take away!
We’ve all had our share of flaky internet deliveries, in my case, with parcels lef...
Posted 22 Dec 14
Read moreSpare Some Change? - Banking on a Better Experience
As I described last week, when banks deploy iconographic technology in branch that doesn’t work it undermines trust in their core proposition. And when they “manage” their customer’s waiting experience on a scrappy piece of paper they just look silly.
...
Posted 16 Dec 14
Read moreParallel Meddler
At a village “get to know you” recently I was humorously introduced to some people I didn’t know as a “Serial Meddler”. After a moment or two when we debated whether this meant I had an odd way of eating my breakfast we moved on to talk about the things I ge...
Posted 01 Dec 14
Read moreA Great Experience Revisited
It’s been over a month since I had the pleasure of participating in Qmatic’s fabulously attended Great Experience Event in Istanbul, plenty of time to reflect on the event’s messages and compare them to the world around me ever since.
Posted 17 Nov 14
Read moreFace the Facts - A White Paper
Terry Green, the Voice of Customer Experience, has researched and written a white paper using real data from a major UK retailer to emphasise the impact of face to face customer experience on Net Promoter Scores.
86% of all consumer transactions are still closed in...
Posted 08 Oct 14
Read moreCustomer Feedback Fatigue
Has anyone else fallen for those sweet, seductive words, “Would you like to participate in a short survey at the end of your call today, to help us improve our service?”
Or have you by any chance answered a text message enquiring about the service you have re...
Posted 22 Jul 14
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