by Leonie McCarthy | Jun 17, 2019 | Customer Engagement
The WEF 2017 report says we will see 15% of stores close in the next decade. Last year saw the highest retail closure numbers in the USA and 2019 is tipped to follow suit. Australia has a significant amount of retail space per capita and this trend seems destined to...
by Leonie McCarthy | May 19, 2019 | Customer Engagement, Data Security
Data will be the biggest driver for retailers in 2019, as stores become more astute at knowing who their consumers really are. The Future Forecast 2019 Report goes on to talk about how smart retailers who use data to provide thought-provoking cultural experiences will...
by Leonie McCarthy | Jul 30, 2018 | Customer Engagement
Anyone else NOT want to call customer service? It’s a battle that goes on inside me… I cannot solve the problem by myself, but I know that if I do call I’m going to have to go through a series of selecting numbers from a menu and then be put on hold multiple times...
by Leonie McCarthy | Jun 20, 2017 | Customer Engagement, Processes, Team & People
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...
by Leonie McCarthy | May 30, 2017 | Customer Engagement, Processes
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...