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Archive for the ‘Product’ Category

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 lodging an insurance claim has left me wanting to take a broom to insurance processes and really clean the place out! (Read more)

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Customer experience comes back to retail basics (the personal touch)

Customer experience doesn’t have to be high tech to be good. As we navigate all the different ways of interacting, remembering the retail basics of personal touch, makes all the difference, not just in terms of experience but also in terms of sales. Research indicates that 95% of customers (Zendesk) share bad experiences with others, and 65% are frustrated by inconsistent experiences across channels (Accenture). Customer focused retailers are working hard to improve these statistics by combining online booking systems with in store experiences. (Read more)

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Choice. How to make it easier.

Recently, I’ve gone back to having an iphone after having tried both android and windows OS. Choice? Kind of. Mostly it’s easier at home where everyone has the same. It’s fairly typical that when you’re in the adjustment to a new piece of equipment/ way of working phase, it’s easy to note the things that you liked about the old way. One of the great things about the previous phone was that there were a bunch of apps it didn’t have (note that this was also one of the things I didn’t like about the old phone). But, when you don’t have some apps you either skip over that bit or you find another way to do it. Or, to put it another way… (Read more)

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Curation and selection – help me find the right #product

It’s been happening more frequently lately. Finding mid-shop that I have tuned out. Why am I here? What was I looking for? Have I started drooling? Is this a familiar experience for you too? (perhaps the last question is just me)… am I becoming more susceptible to the maze and haze of getting lost in the lights and not finding the product I am looking for? (Read more)

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Great tour experiences have these elements

No surprise that I love to know how things are made. Garments still need people to sew them together and I have always enjoyed the factory tour from cigarettes to weaving fabrics. When you’ve been on holidays you get to do a tour or two. One experience that stood out was the chocolate in York, which had me thinking; what makes a successful tour? (Read more)

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Jeans for Genes Day

Jeans for Genes day is on this Friday - August 7th.  Jeans for Genes is the iconic fundraising campaign of Children’s Medical Research Institute. Each year, Australians unite by wearing their favourite jeans and outdoing each other with crazy denim outfits, and donating money or purchasing merchandise, to support genetic research. Every dollar raised on the day helps scientists at Children’s Medical Research Institute discover treatments and cures, to give every child the opportunity to live a long and healthy life. Being such a great cause and one we feel passionately about we thought we would celebrate our love of all things denim. (Read more)

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