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The Synergistic Benefits of ‘Leisure Shopping’ and Why Brands Must Take Responsibility for Enriching the Shopping Experience

By |July 2nd, 2018|brand experience, Customer Experience|

As online shopping becomes an increasingly dominant force in the retail world, many shopping centres are introducing ‘trip motivations’ to their environments – adding leisure activities and entertainment – such as crazy golf and escape rooms – in a bid to encourage consumer spending by driving footfall and providing them with a richer, all-round experience. Here's how...

Show and Tell; Showrooming is both a Threat & Opportunity for Retailers

By |February 16th, 2016|brand experience, Customer Experience, Customer Service, Omnichannel, Retail|

In a recent blog we reported on the top five digital disruptions that physical bricks and mortar stores face in the modern retail world. Number one was showrooming - the practice of browsing and comparing prices online whilst perusing the shelves of a store - and, as we warned then, it is happening in your [...]

From Like to Love to Loyalty

By |January 19th, 2016|brand experience, Customer Experience, Customer Service, Retail|

HOW TO SUCCESSFULLY CREATE BRAND ADVOCATES FOR YOUR BUSINESS The customer is king. Recently I’ve been inundated with articles attempting to convince me that content and context is (or should be) the king of every company’s business plan. But whilst I’m the first to acknowledge the importance of a stellar content strategy, the bottom line [...]

The Economics of Customer Experience

By |November 11th, 2015|brand experience, Customer Experience, Telco|

The good guys and gals at Temkin have put together an interesting infographic around the state of the nation for Customer Experience in 2015 that certainly gave me some food for thought. Of the many stats and insights to ponder, I noted that once again here is a benchmarking piece which underlines the difference in [...]