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Posts Tagged ‘retail basics’

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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