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 [...]
5 property centred organisations that need to change in a virtual society
In an increasingly virtual society, a number of organisations or organisational types with large property portfolios or physical presences on our high streets and in our malls are struggling to adapt to the new order. With the news that Blockbuster is preparing for a “pre-planned” bankruptcy in September, Fastcompany have posed the question: How should [...]
The Client Is Always Right: The Importance of Engagement
Earlier this week, we posted an article about five local or global organisations that had redefined the customer experience, from a cinema chain to a grocery store. A number of people subsequently contacted us to ask whether we had seen the BBC series Mary Queen of Shops, and whether it was similar to the work [...]
5 businesses that have redefined customer experiences
In this day and age, attracting new customers in an over-crowded consumer market can take some ingenious thinking. By not just being another “me-too”, and creating a unique customer experience, no matter how small the organisation, it is possible to work within the same market but create a compelling distinction from your competitors. The following [...]
Brand, and the Petrol Station Experience
The former CEO of Shell, John Hofmeister, has some interesting insights about the power of negative customer experiences on the brand of Shell and oil companies in general, from a customer centred perspective: Every day, tens of millions of people around the world stop at a retail gasoline station. For many, it is the most [...]
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