Running. A user centred business.
Where can I go for a run around here? Concierge at my hotel in Singapore only needed to be asked this a few times before they found themselves offering directions. …But all too often they’d spot their guests returning by taxi after getting lost in the suburbs. This jogger’s map started out when a staff [...]
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 [...]
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, [...]
Customer experience pilgrims: Experience economy brings a new kind of tourist to NZ
Some Kiwi brands are attracting their global customers back to the source of their product, creating new customer experience touch-points as well as fuelling tourism. Companies exporting products ‘made from NZ’ are seeing their customers make pilgrimages to experience NZ brands at the source, connecting with the origins of the product. Tourists have journeyed to [...]