The Greatest Service Innovation No-One Uses
Jane is a mother on a mission: to buy all the food she needs to feed her little family over the next week. That little family, consisting of her two year old toddler, Layla, and her four year old brother, Robert, have come with her to the supermarket. Layla is excited at the sight of [...]
Experience Consistency
For nearly ten years, I have been a customer of LA Fitness. Despite the fact I tend to visit one particular club on my London commute route, I’ve used about five different LA Fitnesses over the years. This morning, I tried a different one, nearer to my home (although still a good 25 minute drive), [...]
How the Internet is Transforming the Physical Retail Experience
Many high street retailers around the world are beginning to struggle as internet competitors take away their customers. What can retailers with physical stores do to reverse this trend? In this, the first in a series of Flywheel whitepapers developed from an original article developed for Capgemini, we explore the three ways retailers can evolve [...]
Metro Bank: how interior design can damage a brand experience
For some time, I’ve been planning to visit the new Metro Bank in Holborn, London. Billed as the first new high street bank to start in the UK for 100 years, Metro Bank is supposedly geared around providing a great customer service, with longer opening hours and speedier account opening. This week, with an hour [...]
The Mad Men Approach to Service Innovation
I recently watched an early episode of Mad Men, the award winning series about one of New York’s most prestigious ad agencies at the beginning of the 1960s, in which the creative team sit down in executive Don Draper’s office, light up cigarettes, pour a drink, and start thinking about the advertising pitch for a [...]
The 7 Deadly Service Sins: Sin 7
This is part 7/7 on the 7 Deadly Service Sins. Part 6, “Exploiting gaps in your knowledge for profit”, is available here. In what ways do companies hold their customers hostage, causing moments of tension in crucial touchpoints that deplete the service’s emotional bank account and leave the customer with a negative perception of the [...]
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