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?

Customer Experience: What We Need Now is People Being Nice to One Another

Well it’s been quite a few days here in the UK: there are more questions than answers, and uncertainty – that enemy of business confidence and growth – seems set to be with us for at least the next few months, if not years.

So what should business do for the best?

I had two experiences last week that showed, simply yet dramatically, where business’ focus should be over the foreseeable future: on engaging and empowering people to deliver memorable Customer Experiences.

Better customer feedback management could boost revenue by £2bn

In a new report, Barclays predicts that if businesses become more responsive to online feedback the hospitality and leisure sector can add £2bn to the UK economy with the impact on the supply chain contributing a further £1.2bn.

Add that to the 2015 report, by workforce charity People 1st, showing that a 1% uplift in productivity could generate £1.4bn of extra revenue, and it is plain that there’s more upside than downside for organisations that focus on Customer Experience.

Employers: Make Hay While the Sun Shines

While the news that UK unemployment rose last month – whilst wage growth remains below expectations – tends to reinforce the view that there may be tough times just around the corner for the economy, I’d suggest that this is the very moment that smart employers should be looking to invest in their people.

Why?

Because, when the economy turns down, and investment in capital projects is likely to be deferred, the people who deliver your Customer Experience are the one asset you can’t afford to put on the backburner.

Project STARS: Turn Your “Payroll Cost” Into Realised Potential

As I’ve said before, businesses need to become adept at delivering memorable, differentiated and personalised experiences – there truly isn’t any alternative (not even in online, or via increased deployment of technology). To do that, businesses must stop measuring only costs, and start measuring potential. Productivity doesn’t mean doing more with less, it means doing more with what you have.

In other words, this is about focusing and energising the whole organisation: becoming truly customer-centric; becoming truly people-centred. Machines don’t buy from you, people do. And first, they buy the experience you create.

Let’s keep it simple: I have a model to share that encompasses the five primary elements
of a consumer facing business – the STARS model.