‘More than just the product’ – the evolution from product centric to customer centric
I recently read an interesting article about book stores. The very first sentence of the article stated: ‘Independent bookshops need to make readers feel special…
Tag: retail
The current state of Customer Experience in Retail
The business world as we have always known it is changing. Many would argue that is always has been – changing that is. Since the…
How to design the retail experience of the future
In preparation for this article about omni-channel experience for future retail, I thought first about the definition of omni-channel customer experience. I wanted to share…
The lost suitcase – the sad reality of customer experience evolution
According to Wikipedia, the term, ‘seven year itch’ can be described as follows: The seven-year itch is a psychological term that suggests that happiness in a…
Creating a memorable coffee shop experience
How can retailers stand out from the competition and ensure sustainability of in-store coffee experiences? My husband and I recently visited a local coffee shop…
Profit, purpose and the power of advocacy
Recently I had the opportunity to learn more about UK handmade cosmetics brand LUSH. Ever since, I’ve been reflecting about a surprising discovery – the…
The death of high street retail? Bring it on!
The survivors of “retail hell” will be those that are prepared to change the way they think about customer experience Reports of the death of…
Can customers win the fight against global warming?
Responsible use of data can help If there’s one thing that gets me going it’s being told I should change my behaviour in order to…
The future for the high street may be hugely brighter – if companies change
Howard Schultz, executive chairman for Starbucks may have predicted even more than he realised when he said, “You walk into a store, whatever it is,…
Customer service basics can make all the difference (part 2)
In the first part of this two-part article I dealt with some examples of keeping the customer informed and managing their expectations. There’s a common…