Sven-Olof Husmark

Why Mobile Engagement Sometimes Fail – Even for Apple and Wireless Stores

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...

Transforming the Citizen Experience with Smart Government Programs and One Stop Shop Initiatives

Governments in countries all over the globe are put in front of great challenges on how to deliver services to their citizens in an effective and efficient way. In the age of the customer, the power has shifted from the service provider to the...

Retailers Provides “Amazon Experiences” in the Store

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. Retaining customers and keeping...

How to Increase Sales With 80% With Smarter Context Marketing and Digital Signage

A popular solution to deliver messages to customers interacting in a physical environment is Digital Signage. Digital signage is used in department stores, schools, libraries, office buildings, medical facilities, airports, train and bus stations, banks, auto dealerships and other public venues. Typical Digital Signage systems...

5 Key Challenges for Banks and How to Address Them to Thrive in the...

Bank customers have more choices in how, when and where they can to do their banking today. Changing bank is easy and the engagement with one specific bank is not life-long anymore. Simply put, customers are prepared to walk away from their bank if...

Finally Physical Store Retailers Can Compete With Online – With Personalization as Well as...

Amazon.com does not drive physical book stores out of business because of lower prices or better inventory. It’s Amazons fanatic focus on customer service and incredibly clever design of their sites that underpins their success. Think about it – Amazon.com has probably even outperformed...

70% of Retailers Report Increase in Sales Opportunities Through Customer Experience Technologies

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. A recent retail...

82% of Retailers Believe they Provide a High Level of Customer Experience, but 72%...

It’s the age of the customer and retailers are getting serious about how they implement and manage the customer experience. Today’s consumers live multi dimensional, multi platform lives and their buying behaviours reflect the same complex dynamics. These days it’s rare for a customer to...

84% of Leaders Rank Patient Experience as a Top Priority – Here’s 6 Top...

Healthcare facilities of all types are under enormous pressure to provide an improved quality of care to more patients while coping with limited available resources. For hospitals in particular, public and private, this often means a stressful experience for patients and staff alike. According...

4 Ways iBeacons Can Revolutionize Customer Service and Experience

Even with the current technology hype around iBeacons and BLE, most people probably have never heard of it. But since Apple last year subtly introduced iBeacon as part of iOS 7 more and more companies are now taking advantage of the feature and are...

Why 90% of Your Customers Leave After a Single Bad Experience – And What...

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, coming back to your store. Retaining customers and keeping them loyal...

Why We Have Queues in the Age of the Customer – And What To...

The reason queues form, in essence, is simple: there are more customers than people to serve them. In many, if not most, instances this is a good thing. How they are queuing, though, may be down to a range of factors. Queues that form spontaneously...

Good Things Come to Those Who Manage Experiences #cx

At my company, we’re in the business of orchestrating better experiences. In many cases this is about managing waiting. But what is waiting, really? It has to do with time, of course. And a need – or you wouldn’t be waiting in the first...

The surprising gap in the modern Customer Experience business

In this era of the digital economy will the human interaction become less important? No, I don’t believe that. In fact it’s quite surprising how little is written about this subject and even more so, how little time is spent on understanding how modern technology...

Which Country is Winning the War on Eliminating Time Wasting Waits?

Mr. Andy Kessler wrote an article in Wall Street Journal earlier this week which caught my attention. The article was named “Don't Tread on Me—or Make Me Stand in Line”. In the article Mr. Kessler point out some pretty important facts as to how...

Prepare for a very different experience and bring your phone, fully charged.

Some time ago my colleague Viktor invited the whole marketing team at Qmatic to dinner. He was very persuasive but yet cryptic. The only thing he said was: “Prepare for a very different experience and bring your phone, fully charged”. Being in the business...

Digital Signage Reinvented – Integrating Context Marketing with the Customer Journey

When a customer comes to visit they go through a journey. The journey comprises a set of experiences. Those experiences shape how the customer will react as you deliver your messages and offer them different products and services. That journey is crucial to maximising...

iBeacons, The Internet of Things and How This Relates to Great Service

More than ever before, success depends on being able to offer a customer experience that is unique and more attractive than the competition. An experience that empowers customers so that they can decide the best way to interact with a service provider, e.g. a...

Is it All About Cost or Does Customer Experience Matter for Government?

From city halls and tax offices to embassies and consulates, finding ways to make best use of resources to meet centrally set targets at lowest cost is a top priority. But what about citizens’ experiences, do they really matter or is everything about cost? Governments...

The story about Mr. Smith and his painful and enjoyable journeys [Customer Experience eBook]

Mr. Smith has been a regular customer of his bank for 15 years. Almost out of habit, really. Some would call it loyalty. He's been relatively happy with the service, but lately, well, he's starting to feel left out. Questioning the bank's commitment to...

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