Tagged as Customer Service
Service design is all about knowing WHEN and WHERE consumers need help and be ready!
Latest Articles
Tagged as AI , Customer Experience Design , Data Driven Decision Making , Digital Strategy
Retailers will never be able to manually map misspelled search terms to the right product - this can be achieved through AI
Tagged as B2B , Customer Experience Design , Customer Service
The value in NPS (net promoter scores) isn't in the scores itself, but in what a business does with the scores.
Tagged as Customer Experience Design
Greg Randall was asked by Power Retail to critique some of the top retailers in Australia: for example Bunnings
Tagged as Best Practice , Customer Experience Design
Fitts’s law: “the time to acquire a target is a function of the distance to and size of the target”
Tagged as Best Practice , Digital Strategy
European organisations are starting to move their digital marketing in house - this is a step backwards
30% of the cerebral cortex is devoted to VISUAL processing: 8% for touch, 3% for hearing-research used for Greg's next book
Tagged as B2B , Business Transformation , Customer Experience Design
No one adequately defines what this practice means - understanding its meaning helps define who should lead this process
Tagged as Customer Experience Design , Digital Strategy
As Amazon continues to drive retailers to use its platform to drive growth, Amazon uses this data for its own growth
Tagged as Best Practice , Customer Experience Design
Just because the press says a retailer is doing something, does not mean it will work for your customer