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Insurance Dis-trust makes customers feel like criminals

Everyone cheats a little bit, says behavioural economist Dan Ariely. Insurance companies know this too, so they have processes in place to assess the validity of claims. From a business perspective, I get this, it’s a very sensible move and one that hopefully weeds out fraudulent claims. My recent experience on the customer side of […]

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Returns Pain Reduction 3 Retail Basics to apply

Two recent experiences have highlighted that there are retailers who are still struggling with the returns process. It’s worth revisiting this subject to consider how to get ahead of the returns pain. We can start by reducing the number of returns. As with many things in life, returns pain may need ongoing experimental treatment before […]

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Rowing Retail: Planning helps keep captive customers

There we are, a group of loyal, crazy parents who stand on the riverbank cheering our girls (who claim to be unable to hear us from the boats). Rowing is a tough sport, it’s a team sport like no other and I’m not going to wax on about it because only rowers are interested, but […]

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Citizen Karen (part time fighter of crime)

I don’t really know Karen, I have never met her in real life. I don’t know what her hair colour is, or whether she has kids, or a dog, or a partner. I don’t know if she’s into sport or has a footy team that she supports, or if she prefers vodka to gin or […]

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Why Simple Customer Service is Never Simple

Understanding the motivation for a customer is not simple. This was made personal for me, in a conversation with my son this week. We have started using an ‘order online, deliver planned meals to your doorstep’ type service, and he was asking me if he could have some control over selection of meals. Nope. That’s […]

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Why it’s so important to get Returns Right!

Last week at the Sydney Retail Tech meet up Max Ryerson (@MaxRyerson) shared with the group some of his research and insights on the future of retail. Some of the big trends that he has observed in his global consulting practice are indicating that more and more of the purchases we make in store are […]

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