I was recently interviewed on LBC 97.3 talk radio in London on the news that Argos would close 75 of its stores. Argos is a multi-channel retailer that sells general merchandise and products for the home. They have sales of about £4.3 billion ($6.9 billion) and employ...
Have you ever been to a party when after the first hour you just want to go home? However you know you can’t as you don’t want to seem rude by leaving so early? I am sure we all have. A few weeks ago I was at a wedding where the person I sat next to just talked about...
70% of shoppers have stopped buying goods or services from a company after experiencing poor customer service. 64% have made future purchases from a company’s competitors after experiencing poor customer service. 81% are willing to pay more for a better...
I was recently presenting work we had been undertaking to design a new experience for a client, Assurant Health in Milwaukee. They have been on the path of improving their Customer Experience for a while and have been making progress. During the presentation the...
For those of you who have read our book “Customer Experience: Future trends and Insights” will know that I spend a bit of time thinking about the coming future of neurologically modulated customer experience which I refer to generally as Neuroexperience. In the book I...
