Whenever a customer visits, a business has a small window to make a lasting impression that is positive and grand. We’ve had a year and a half of a pandemic that has driven sweeping changes in how customers conduct business and their new expectations around how they want to be treated. We have the pandemic …
To a customer, changing his or her mind in the middle of a purchase seems like the most natural thing in the world. Now, let’s say the scenario relates to the purchase of a vehicle, where the transaction may be at the point where almost all of the paperwork is done and the decision may …
Simplicity is the customer’s third love language. In a world of overstimulation, simplicity is a welcome diversion. Individuals are being overloaded with decisions on a daily basis and appreciate when they don’t have to do any heavy lifting whilst interacting with a business. The problem is that not all businesses take the time to make …
Over the past three months, during the “normal” curtailment of customer activity, we noticed some pretty impressive upticks in customer love being demonstrated by some businesses, which was laudable. I’ve been on the lookout for businesses that have sustained a commitment to keeping their customers happy by delivering memorable experiences. Predictably though, some have begun …
As a customer, can you imagine a world where “We Care” is not just a slogan, but is borne out in your everyday shopping experience, with every business? I can. I live, expectantly, in that imagining, with my fingers crossed, hoping that one day it will be reality. In the meantime, I enjoy receiving a …
“Whenever a wild card becomes possible, the future planning playbook has to be rewritten.” This quote by Tamar Kasriel, a retail futurist, speaks volumes. She was commenting that futurists had regarded the pandemic as a “wild card.” That is, an occurrence that would have big, worldwide impact, but a highly improbable event. Well, the event …
Now here’s a tall order for any business. But wait, Amazon, Zappos, Ritz Carlton, Disney and Hyatt have done it. So what makes them so special? Well, let’s take a closer look at these businesses and lift out a major feature that they all possess. By my estimation, they have migrated from just being businesses …
It’s Carnival time in Trinidad and Tobago (T&T). For those folks reading this column and hearing about this for the first time, our Carnival celebration is the crown jewel of all carnivals across the world. It is a massive street parade powered by energetic music, a spectacle of revelry, costuming, gaiety, masquerade and most of …
At this point, it is understood that the Customer Experience is crucial for the success of a business. Employee- Customer interaction is one of the most important aspects of the Customer Experience. Customers like to buy from people they like. So naturally, there will be a correlation between employees being resistant to delivering great service, …
HOW CHATBOTS ARE CHANGING THE CUSTOMER EXPERIENCE LANDSCAPE We all know that one of the most important pillars of customer service is speed. The critical factors being: How much time does it take to get a response from a company and how fast is the problem resolved? One of the problems that companies face in …