Is it really the end of the high street store? 

Capgemini’s Digital Transformation Institute report “Making the Digital Connection: Why Retail Stores Need a Reboot” consulted 6,000 consumers and 500 retail executives from nine countries. The conclusion:

Customers are simply not getting what they expect from an in-store experience.”

Not only did 40% of respondents describe going shopping as “a chore”, amazingly, over one third would prefer to figure-6-2-systems-for-listening-to-customers stay at home and wash the dishes!

What a sorry state of affairs.

Triple Your Customers’ Joy! Part Two: The final piece of the ‘Value Jigsaw’.

The visitors have left the building! What happens next?

In Part One of this guest blog post series we looked at ways to build anticipation for your customers to maximise the value you give even before you meet them in person.

Today I want you to think about what happens after your visitors have gone back home. How can you keep your relationship going and entice them to return again?

Overcoming “Project Fear” with Hope and STARS

My previous post lamented the launch of “Project Fear 2.0” (or is it 3.0?) by the British Retail Consortium (BRC): my simple message is that the Retail sector today contains myriad wasted opportunities and latent profit potential – it just needs to learn how to grab those opportunities and fulfil that potential!

So, what is the “right way” to bring hope to the Retail sector?

Customer Experience: a Warm Glow

I just want to share an experience (Experience) with you:

I’m in the middle of renovating a house. It’s been quite a challenging process, and I could write a book about it – specifically, the highs and lows of sourcing and selecting contractors and materials; the contractor sales process; the things I’d do differently, etc.

An experience I had yesterday, however, demanded a post of its own.

Your Customer Experience: a New Angle

It was Henry Ford who said: “If there is any one secret of success, it lies in the ability to get to the other person’s point of view and see things from that person’s angle as well as from your own.”

This seems to me to be an insight that is profoundly true, and yet far too often ignored in life, as well as in business. My newsletter (the POSITIVE Customer Experience Briefing) this month reflects on the implications of seeing (or not seeing) your organisation as your Customer will see it…

Consistency – the Brand Manager’s Mantra

To achieve consistently excellent coffee, you source the best beans, the best milk, the best equipment; you work out a process for creating the required drink and you train your Team to follow that process. All of this can be systematised. Even checking that everything is being done to specification, is part of the system. That is how McDonald’s, starbucks and their ilk got so big – they created a product the market wanted, and designed a system to produce it, perfectly, every time.

But – can you systematise the interaction between the server/barista and the Customer? Well – yes and no: the coffee company in my example certainly thinks you can. But how do you systematise the spontaneous reaction to an off-the-wall request by a harassed Customer who just wants change? Or water for their dog? Or directions to the local tourist attraction?

Desperately Seeking Service

Loos, ladies and gentlemen – the one facility we all have to use, several times a day, and of course that includes whilst we are out and about. So no wonder then, that public loos – especially those in civilised places such as shops, restaurants, visitor attractions and so on – are uniformly attractive, often cleverly designed (i.e. on-brand), and ALWAYS scrupulously clean.

(No wait…I must be thinking of a dream I had last night. Another hazard of being a Customer Experience specialist is to dream of signage, litter bins and…er loos.)