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 [...]
User Experience within the Customer Journey
Yesterday, I had an interesting day, where I got to see a number of small – but critical – parts of various peoples’ customer journeys that overlapped with mine. What was interesting was that each of the parts of the journey that caused stress and anxiety were parts that, when designing a journey from scratch, [...]
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 [...]
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