So, to my BFO or Blinding Flash of the Obvious – it’s about the fundamental essence of the Customer Experience: that elusive concept, responsible for more than its fair share of vacant expressions on C-Suite-level faces, and frustrated middle managers with the words “Visitor/Customer Experience” in their job title.
(Bite-sized information or inspiration, that I have time to write, and you have time to read) In its latest bid to reinvigorate its sluggish performance, UK department…… Read more “Customer Experience Bites #1: Digital v. Physical”
In a world where “experts” are derided, “truth” has become “post-truth” and “news” has become “fake news”, how do organisations become trusted partners with their customers?
In 2017, information has never been more readily available, and yet less trusted, by consumers. The 2016 Edelman Trust Barometer shows that just 28 per cent of Britons say they trust business leaders – and 59% would prefer a computer algorithm chose news for them than a human editor!
So, what should organisations do, to survive, and thrive, in this most competitive and unpredictable environment?
My latest newsletter gives me the opportunity to share an interview I gave to Museums + Heritage Advisor magazine, sharing some of the lessons I’ve learned developing retail concepts for Buckingham Palace, the Tower of London, and other prestigious organisations over nearly 30 years.
I also share Baroness Karren Brady’s “6 Key Ingredients for Success”, gleaned from her appearance at the Spring Fair in Birmingham.
My first newsletter of 2017 has a new look and a new focus. It’s inspired by a quotation given to me by my friend, futurist Nick Price:
“Customer Experience isn’t simply the quality & arrangement of assets. It’s their orchestration.”
So this month’s newsletter reflects three aspects of my mission:
“I help organisations orchestrate their assets so that everyone and everything plays to their full potential.”
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.
This is my second post sharing insights from the conference, The Future of the Experience Economy, that took place in London on 15th June 2016, organised by Eventbrite.
I’m going to share three key takeaways from the session on Brand, Loyalty and Consumer Expectations. This panel discussion went to the heart of what every customer-facing organisation needs to know:
This week I attended a conference, The Future of the Experience Economy, to discuss and learn how to succeed in the Experience Economy, what innovations will drive it forward, and how progressive brands can stay ahead of the curve to create incredible experiences that build loyal audiences.
Over the next few days I’ll publish some short posts sharing some of the highlights. Up first: Julia Hartz, CEO and Co-founder of Eventbrite, a global marketplace for live experiences that allows people to find and create events in 190 countries.
The supermarket sector is, as everybody knows, facing an identity crisis: other than discounting, the majority of players seem to have little to offer their customers. Customers’ shopping habits have changed, yes – driven in part by economic factors and partly by the supermarkets’ own proliferation of convenience stores. Yet the sector’s response is exemplified by Sainsbury’s partnership with Argos. Forgive me if I yawn! Surely the supermarkets need to look beyond technological innovation and partnerships with other brands, and explore ways to create genuinely exciting, life-enhancing experiences for their customers?