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), [...]
Using technology to help staff create magical customer experiences
When talking about how to use technology to improve the customer experience, we often think about the technology that the customer overtly interacts with – a touchscreen, for example, or an app. However, where it gets really interesting is when the technology is used in the background to create a little moment of magic that [...]
3 Strategies to Blur the Boundaries between Virtual and Physical Spaces
Currently, in the majority of high street retailers, the physical, “in-store” customer experience and virtual, “online” customer experience are separate and distinct. In this follow up to our earlier paper, How the Internet is Transforming the Physical Retail Experience, we focus on how retailers can converge technology and the physical environment to create a better [...]
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 [...]
3 Ways to Measure the Impact of a Better Customer Experience
The web has given consumers power like never before. An increasing array of service review sites, from tripadvisor to measuredup, allows customers to check out everything from broadband providers to gym chains before paying a penny for a service. No longer can companies hide: bad reviews will detract customers. For companies themselves, however, it is [...]
How Digital is Transforming Physical Experiences
This week, Tom Weaver, a Director of Flywheel, is guest blogging on Capgemini’s Customer Experience blog, discussing the changing nature of the customer experience in physical environments as digital channels continue to mature. An interesting shift is taking place in the world of the workplace: cheap mobile technology has allowed workers to work from many [...]
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