New innovations in supermarket checkouts: get the concept and process right
In 2006, self-service checkout machines were implemented into supermarket stores across the UK, creating a more engaging, proactive customer experience whilst cutting queues. These machines deal best with small amounts of shopping, usually 10 items or less. Currently Asda is taking the notion of self-service a step further with a “hybrid” checkout, built to deal [...]
Our three favourite in-store customer experiences (no, it’s not Apple)
Recently, we were asked what our favourite in-store or physical customer experiences were. After all, we often find it easy to find examples of poor experiences, but who is doing something innovative, and why? On the spot, we highlighted examples such as Gaucho Grill, who provide a level of service that creates a great experience. [...]
Transformation and Personalisation: the future of services, not the past
The concepts of “transformation” and “personalisation”, used by the last UK Labour government to describe their vision for public services, are no longer in vogue. But not only are these concepts still important when designing public services such as education and health, they are at the forefront of the new business frontier for both companies [...]
Need for Speed: What Google Instant Can Tell Us About Service Innovation
Google have hit the headlines again this week with the release of their “Instant” version of the search engine, with searches appearing as you type. Google claims that the feature shaves 2 to 5 seconds off the approximately nine seconds it normally takes for someone to type a query. The emphasis has been on the [...]
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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