Customer experience is made up of functional & emotional elements. It couldn’t have been expounded better than in the book Building Great Customer Experiences by Colin Shaw and John Ivens. Functional elements may include attributes such as timely, [...]
Recently I came across a very intriguingly titled article in the Harvard Business Review – Why customer service is so bad? Because it is profitable. The article extensively discussed how an organisation can deliver bad service and still [...]
Every business has a typical story. There is a business idea or gap in the marketplace. A product or service is built to address this problem. This could be as simple as working out that there is [...]
If there’s one company that demonstrates the benefit of being customer-centric within its DNA, its Amazon. The e-commerce giant’s chief Jeff Bezos is said to always leave an empty chair representing the customer during meetings. All decisions made [...]
Consumers today are spoilt for choice. However, a strong brand reputation can hold customer back from straying. Once hooked to Amazon, there are just a small fraction of shoppers who would prefer an alternative e-commerce portal simply owing [...]
Technology empowered consumers expect personalised services at competitive prices and with large returns. Banks, financial institutions and superannuation industries across all major economies, including Australia, operate in highly competitive environments. While some have buckled under pressure, there are [...]
When I facilitate customer strategy workshops, I ask participants to share a story of their best and worst customer experiences. The best experience is challenging but as you can imagine the worst is relatively easy to share. [...]
Example 1 - I am a loyalist of X brand. Given this, I would still not hesitate to purchase a product from another e-commerce website or a shop down the street if I get [...]
I still remember the days when going to the video library was an exciting event. We would look forward to the release of the latest blockbuster and rush to the library with great anticipation. Some weekends we [...]
After nearly a year of staying under cover, Uber finally ran another test of its self-drive car just before Christmas, setting a new tone for itself in the new year. If Uber’s digital transformation story in the [...]
