The Company Perception vs The Customer Perception
Recently a real life problem with a broadband service illustrated perfectly the difference between company and customer perception of service recovery. We usually map this very visually for clients in a journey map showcasing both sets of perceptions, but here is the narrative. The company’s perception The customer called BT, a UK telecoms agency, about [...]
The Retail Experience DNA
Flywheel have recently created a new ebook for some of our retail clients, explaining how to design the in-store experience around customer insights. Click to read full screen or download the PDF.
How bricks-and-mortar stores struggle with digital service propositions
I always like hearing insights from actual employees about company philosophy. A recent forum post, in response to an article about Amazon’s increasing dominance over the publishing industry and a question about why there is no similar warehouse distribution competitor of the same scale, is quite revealing about how one of the most successful “bricks [...]
When in-store technology fails at the first hurdle
At the new Westfield Stratford last week, I was excited to see an iPad discovery zone within the new Topman store. It consisted of four iPads, two on each side of a wooden table, with the words “Touch Screen to Start”. I touched the first iPad, ready to be amazed, and after a short delay [...]
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 [...]
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