What are the opportunities of apps in clothing store retailing?
We’re currently working on an interesting piece of work for a UK retailer looking at the possibilities of using mobiles in-store to enhance various customer experiences, but particularly those around buying clothes. Our friends at BRAND + COMMERCIAL told us about this app by US retailer Neiman Marcus. In short, customers can use the app to [...]
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 [...]
CSLG Customer Services: Ethnography Draw
Last week, I presented to the Customer Services for London Group, a forum of Customer service representatives from the London boroughs and other public sector organisations operating in London, on how to use design thinking approaches to rethink the council customer service centre experience. At the end, as a bit of fun, we offered attendees [...]
The Too Fast Burger
One of our close associates, Kevin Bacon, recently told us an interesting story regarding his use of consultants when running The Restaurant Group, and how having an external viewpoint – especially when things are going well – can save a business. In the first four years running Frankie & Bennys, now a leading UK restaurant [...]
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 [...]
The 7 Deadly Service Sins: Sin 6
This is part 6/7 on the 7 Deadly Service Sins. Part 5, “Not giving you what you think you have paid for”, 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 [...]
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