Sven-Olof Husmark

These Unknown Insights Into Human Psychology Will Help You Design Great Customer Journeys

Ask anyone whether they like standing in line and the answer will almost invariably be ‘no’. But despite the rise of the Internet and mobile smartphones in this, the age of the customer, the point at which customers and products or services meet is...

How The Business With The Best Customer Focus Always Wins

It doesn’t matter whether you have a shop, a restaurant, or a bank. Without customers, your business doesn’t exist. And thanks to the ease and connectivity of social media and online review sites, your customers hold more and more of the cards. In the...

The Best Ways to Promote Happy Staff and Customers for Improved CX

Customer experience and employee satisfaction are two sides of the same coin. Happy customers correlate to increased employee engagement and retention, customer service and sales. When employees are happier and more productive, customer satisfaction and revenue generating activities go up. This cycle is particularly vital...

Why Omnichannel Banking Matters Now More Than Ever

In 2015, the banking industry reached a tipping point. The number of people using mobile banking applications surpassed the number of customers still going to their local branch to take care of their regular needs. Likely as a consequence of the growing number of...

6 Steps for Creating the Ideal Patient Experience

The Affordable Care Act (ACA) was passed formally in 2012. Since then, the emphasis on patient experience has seen a significant rise among health care providers. Reimbursements and penalties are now based almost entirely on the quality of care. Consequently, providers across the continuum...

3 Key Reasons Why Seamless Customer Experiences Influence Your Brand Image

For 90% of customers, one bad experience is all it takes for them to decide to abandon a brand. There is no question – we are living in the Age of the Consumer. As Forrester has observed, “the only sustainable competitive advantage is knowledge...

3 Tips To Jump Start Your Customer Experience Push This Year

There’s been a lot of talk about omnichannel structures over the past few years. As we move into 2016, clinics (like retailers, banks, and other service oriented businesses) must have that connected online-to-onsite engagement path firmly established and working well. Patients and customers expect to...

You’re Getting the Wrong Customer Feedback – And Too Late.

Knowing how to differentiate and personalize the customer experience requires honest feedback. Here’s how to gather it quickly and with a high response rate - in real time. A customer feedback capture solution integrated into a handheld device: Source: Qmatic There’s no doubt that we...

In the Spirit of Dr Seuss – A Customer Experience Holiday Poem

We are almost through the Holidays and a brand, new and exciting year is ahead of us. A year with more opportunities than ever to impress our customers with the great service and personalization they deserve. This year, inspired by the great book "Oh...

One Customer Experience Tool That Will Get Significant Attention in 2016

Sometimes I get the feeling that people believe that everything in the future will happen online and all transactions will be automated without any or with very little human interaction. Success stories with self service solutions such as Taco Bell who recently in an...

Driving Omnichannel Success with Physical Cookies and Journey Insights

Over the last several years, offline retailers have seen foot traffic decline as online e-tailers experienced a sharp rise in customer traffic, yet the majority of retail business is still created in physical stores which I have written about in a previous post. For...

The Missed Opportunity in E-Commerce for the SME Retailer is Surprisingly the Physical Store

Resent research by the Department for Business Innovation & Skills shows that fewer than a third of UK SMEs transact online, staggering when you consider than between 2003 and 2012 internet retail volumes grew by more than 6 times from £4.8 billion to £31.1...

Empowering the Mobile Workforce With Wearable Technology

The mobile revolution will inevitably transform most companies business in the next decade and it will trigger a more radical transformation toward systems of engagement. Mobile engagement empowers people to take the next most likely action in their immediate context and in their moments...

Top 3 Mobile CX Learnings for 2016 From the Great Experience Conference

Putting mobile solutions in the hands of your workforce is a smart way to empower them to deliver better service. The era of mobile and wearable computing is in full swing and companies are starting to explore ways to improve their operations and customer experiences...

3 Perspectives That Lead to the Best Possible Customer Journey

The customer journey takes someone from the initial point of contact to the final service delivery. In much the same way as when we have a new dining experience, a customer will remember the lowest point (worst moment), the highest point (best moment), and...

Hate Tweets That Destroys Brands – How They Could Have Been Avoided

The nature of banking is changing. While traditional transactions are increasingly handled online, more complex products and services, which are often important life decisions, depend on face-to-face advice from experts. It’s about functionality and getting the customer journey right to maximize sales effectiveness and...

5 Customer Journey Management Applications Supporting the Modern Consumer

In today’s highly competitive business climate, being able to attract, serve and satisfy more customers is a key to success and increasing revenue. A happy customer is more likely to be a loyal one, a customer coming back to your store. Customer expectations are...

How to Drive Loyalty and Better Experiences Through Personalization

Customers are no longer coming to physical stores for the selection or the prices. They can usually find better alternatives to both online. They’re coming for the experience. Libraries, museums and other public buildings are seeing this shift, too. These industries are feeling increased pressure...

Mobile Gaming Innovation – Enhancing Customer Journeys and Experiences

Last week the technology company Qmatic hosted their annual partner and client event in Amsterdam with 267 delegates from 50 countries. The theme of the event was “Smart Technology Driving Exceptional Customer Experience”. With speakers from companies such as Forrester, Marks & Spencers, Dixons...

The Physical Web Enabling Next Generation Experiences and Seamless Journeys

Right after Apple revealed the support for iBeacons in iOS7, I together with a couple of colleagues identified a vital gap in all of the ideas on how the Beacon technology could be used. When everyone was talking about using Beacons as a communication...

New Posts