Dear Lloyds TSB and Coop: Customers bank with brands, not branches
Lloyds TSB are in the process of writing to 4.6 million customers who will be “transferred” to the Co-operative Bank as part of the forced sale of 632 branches by the EU. This has been deemed as a “great deal” for the consumer, as it will create more competition in the banking sector, but so [...]
5 astounding facts on Generation Y – and the challenges ahead
Generation Y is a particularly hot topic in the USA, where the 18-34 age group is overtaking the Baby Boomers as the largest demographic in population size and consumer spend. But why should we really be paying attention? By 2025, 75% of the world’s workforce will be from Generation Y. How will this challenge the [...]
The Future of Take Away?
Velo, a Vietnamese fast food restaurant, have recently opened in London Bridge. We visited to see their new terminal ordering system up close. Velo has taken the interesting step of having four self-service terminals in-store for ordering both food to be eaten-in and take away. If the food needs to be cooked, an order number [...]
The Taxi Queue
Any time we are involved in thinking about the customer experience within high volume public spaces, from bars (at Greyhound Stadia), to West End theatres, to council service environments, the queue emerges as one of the most significant pain points. You could say that we have come to appreciate “good” queue design and “poor” queue [...]
The first interaction on the customer journey must be a good experience
There was an interesting insight into a common combined user and customer experience problem from a journalist for the Evening Standard, last week: I was attempting to re-book flights [on Ryanair] to Italy for maybe the tenth time in under a week — flights that were due to take off less than 36 hours later [...]
RSS Feed
Recent comments