People – Never Underestimate How Important They Are in the World of Customer Experience

Over the last few weeks, I am saddened to confirm that I have been on the receiving end of some shocking customer experiences. Only recently, I wrote a post describing my shambolic experiences in Zimbabwe and South Africa. Whilst many of the issues I faced were as a result of poorly designed and managed customer [...]

Shopper Centricity: re-designing the high street store customer experience

This is not the first time I have written about bricks and mortar retail stores. The British high street has been under significant pressure for many years now - I have documented its demise since I started writing three years ago - you can read my opinions in the following posts: I’m not paying to [...]

By |2015-04-13T13:13:57+01:00March 17th, 2015|Channels, Customer Journeys, CX Strategy, Retail, Technology|0 Comments
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