Experience

Customer loyalty programme for McDonalds

It’s amazing what you find in a cup of McDonald’s Coffee

I think it’s time we came clean about something; McDonald’s coffee is actually pretty good.  It may not be independent, single bean, cold-extracted blahppuchino, but it’s a decent cup.  And, face it, if you’re out and about, hacking into a town centre, paying the second mortgage parking fees and finding a spot isn’t always easy. …

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Simplifying process by removing bureaucracy

The right sort of bureaucracy: reducing corporate bureaucracy

“But we spend so much time on bureaucracy that we never get anything done.” We’d barely started the workshop and already it was turning into a moanfest. That’s not necessarily a bad thing – the air often needs a good clearing before you can get down to achieving anything that really matters, but this was …

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Emotion in the customer journey

Designing emotion back into the customer journey

Customers make emotional decisions all the time.  Making sure you understand how emotion works in your customers’ journeys is one of the most effective ways to make people loyal, satisfied and create the feelings that make them remember and recommend you. Thanks to my dog-walking pal Anna, here’s a story about dementors, flowers and customer …

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Simplifying terms and conditions

The Consumer Rights Act: Ts & Cs won’t protect your business anymore

Changes to the Consumer Rights Act 2015 mean Terms and Conditions that aren’t clear for customers won’t count for anything. And the lawyers agree. We wrote this after our recent mention in The Telegraph on the legal implications of the Consumer Rights Act 2015 to business terms and conditions. How many times have you sighed and reluctantly …

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Customer Experience Survey Ian Golding

Communication – the forgotten element in customer experience

This week, customer experience expert Ian Golding announced the results of an independent survey asking people which brands were getting customer experience right. I’ll leave you to read Ian’s excellent article to find out who made the Top Ten, but yet again, it shows that what you do is trumped – comprehensively – by how …

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Customer user experience in self service

Putting customer centricity at the heart of your customer self-service

A customer-centric approach to building self-service solutions improves uptake, reduces costs and increases customer satisfaction – so why do so few businesses put the customer at the heart of how they do it? Self-service for customers and the pursuit of customer centricity Any forward-thinking business knows that to stay ahead of the game, you need to embrace …

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Customer experience statistics

The Case for Customer Experience – 9 Point Slide Deck

According to a new Gartner report, customer experience is the “new battle ground” for business success. For most of our clients, this isn’t news – it’s business as usual – but as with any new way of looking at things there’s still a lot of businesses struggling with the idea. Why? When it’s so obvious. The …

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