The oldest trick in the customer experience book
Every Tuesday NZ business strategist Lance Wiggs issues ‘Three ways to improve your business’, Last week at number two is ‘Meet your customers’.
This simple advice represents the grass roots of a customer-centric approach to building a great experience for your customers, and competitive advantage for your business.
So, if this approach is simple yet crucial to [...]
Customers who bought this chocolate brownie also bought…
I love the way these Singaporean bakeries help me make a choice from their vast selection.
Are these popularity-based recommendations an internet norm which has migrated into retail customer experience?
Prepare to be disappointed. Customer service in an over-subscribed city
I’m en route to London and am bracing myself for the reality of ‘the nation of shopkeepers’
London shopkeepers’ best intentions to deliver great customer experience are challenged under the weight of the massive demand. With this volume of customers to serve, there’s no time for the personal touch.
And from a shop workers viewpoint, why bother? [...]
UX Research participants. Harder to pick than a broken nose?
Recruiting the right participants is a numbers game, so I was unsure sure what to expect returning to New Zealand from London.
All the insights, opportunities and reality-check moments which emerge from customer research or usability studies can be thrown down the pan if you’re not talking to the right people.
If your target sample is iPhone [...]