Unless you still hide your cash under the mattress, you’re probably aware of how technology has revolutionized the way we engage with our finances and the institutions that look after them. Despite being able to transfer money, pay with our phones and report our card stolen via an app, personal banking is falling far behind the curve when it comes to customer experience, opening up a void for companies that can meet the customer experience need. Banking isn’t

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The influx of new technology in recent years has made it easier than ever for customers to flit between brands, so how are leading retailers fostering brand loyalty among their customers? The answer lies in user experience. Creating convenience Creating a good user experience through new technology is nothing new to the leading retailers. But the drive to make purchasing faster and fuss-free is improving convenience for the customer and creating loyalty with the brands that are executing it best.

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As I demonstrated in my February blog post, The One Metric That Determines An Organization’s Future Success, the Net Promoter Score (NPS) is a powerful tool for companies because it measures customer experience. It asks one question, “How likely is it that you would recommend us to a friend or colleague?” [score from 1 to 10, with 10 being the best] The advantage of NPS is, instead of measuring many variables, companies can simply measure one metric. Companies with

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What if I told you there was ONE question you could ask your customers and their answers would indicate the probability of your organization’s success in the future. The question is this: “How likely is it that you would recommend us to a friend or colleague?” [score from 1 to 10, with 10 being the best] This question has been found to be one of the best indicators for an organization’s potential because it gauges the true level

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BookingBug + John Lewis

Glenn

by: Glenn

Whatever your interest or involvement in the retail sector, 2014 was without a doubt the year we all hit peak omnichannel. It was also the year that the team here at BookingBug kicked off one of our most interesting and far-reaching retail projects to date – with omnichannel heavyweight John Lewis… The Background As one of the UK’s largest and most respected department stores, John Lewis operates 43 shops and stocks more than 350,000 separate lines across fashion, home

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It’s one thing being able to engage with your customer’s face-to-face, but engaging with them online can be a real difficulty. With people growing wearier of marketing and tuning out most forms of it, trying to get through to them can often feel like talking to a brick wall. So here are 5 tips to boost your business’ response rate and vastly improve your relationship with your customers: 1. Keep the tone natural and conversational When it comes

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Encouraging new customers to buy your services can be really time-consuming, and whilst it is important to have new customers, being overly focused on winning new business can take your focus away from existing loyal customers. Loyal customers are important as they bring your business regular income, without taking up as much as your time or resources as targeting new customers does. As well as bringing in regular income to your businesses, loyal customers also act as walking adverts for

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