Sven-Olof Husmark

Shoppers using multiple retail channels spend more money

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. By this I...

How mobile customer journeys improves the customer experience #cx

I hate to wait in line. And, I imagine you might too. How much of an impact do you think this modern-day shopping temperament has on your business? I find myself waiting for service in stores way too often. In those situations, I usually bring...

4 inspirational customer experience quotes and how to leverage them in your business 2014...

Today, customers are in power and business success is based on how well companies can meet their demands and expectations. Customers have many choices and it is critical to make their experiences as simple, consistent, and relevant as possible as they make their customer...

Infographic on patient journey challenges in the NHS #cx

Healthcare facilities are under constant 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 means a stressful experience for patients and staff. Patient Experience has become a top...

If you ever wondered – this is why you wait in line and why...

According to an article in New York Times, Americans spend roughly 37 billion hours each year waiting in line . The dominant cost of all this waiting is an emotional one: stress, boredom, that nagging sensation that one's life is slipping away. In a...

How to lose your customer – Take him for granted #cx

Like so much in life you do not realise just how much you took it for granted until it disappeared. I am talking about the customer or more specifically the customer on your premises. At one time we really did think nothing of the...

Banks without staff – What a sad concept. #cx

When our company embarked on a new strategy some time ago we had intense discussions on what will happen in the service industry the coming years. What was very clear from the beginning was that the physical meeting between a customer and service provider...

When the fancy and service minded hotel became a pain #cx

I recently wrote a blog post - "When your welcome falls flat – and your customer walks out on you". The story, now read more than 2000 times, was about the importance of managing every step of the customer journey in the best possible...

Why Enterprise Appointment Management matters for the customer experience #cx #custexp

Today's society is increasingly connected 24 hours a day. From smartphones and tablets to computers, it is how a growing number of people want to view information, communicate, purchase and conduct routine daily tasks that previously were done manually. Scheduling appointments is routine...

Using Customer Journey Discovery to decode and optimize the customer experience. #cx #custexp

Designing a solution that provides the means for a personalized and seamless journey is a challenge. If you can incorporate a holistic approach into a wider Customer Experience Management strategy that covers all areas of your store, branch or hospital design, from doorstep to...

Six Tips for Enhancing the In-Store Customer Experience #cx #custexp

My colleague Steve Williams from our UK office works closely with many large retail organizations on the topic of how to deliver better experiences in their stores. In this post I want to share some of Steve's tips for retailers. There seems to be a...

What makes the experience of a patient good – really?

Some time ago, I discussed the topic of patient experience with my colleague Daniel Lind who's been analyzing customer journeys at hospitals in several countries. The summary and conclusion of that discussion is the topic of this blog post. To begin with, is there such...

When your welcome falls flat – And your customer walks out on you #cx

80% of big companies described themselves as delivering "superior" service, but only 8% of customers say they've experienced "superior" service from these companies . Unfortunately I am not surprised because that's my personal feeling and experience as well. Many retailers are moving sales online, my...

Why do we have queues in the age of the customer?

My colleague Sven, visited a trade fair some time ago and did of course register on-line in an attempt to avoid queuing at the entrance. He was very surprised to find total chaos when he arrived to the fair. There were no queues to...

Smart business applications empowers staff to deliver better customer experience

Imagine yourself interviewing the head of supply or production in a product oriented company. You discuss the company's supply chain and production strategy to understand how the company manages these critical processes. It is highly likely that the manager has several presentations available "off...

A really bad visit to the bank branch

I don't visit my bank that often these days. But when I do, I always walk out being both frustrated and disappointed. Mainly because they don't do anything to improve the experience of my visit but also because they miss to maximize the sales...

How to create an efficient retail bank branch without sacrificing the customer experience

Identifying ways to improve efficiency and reduce costs without compromising the quality of service is a challenge for many financial institutions. By applying solutions to better manage the customer journey, it is possible streamline the customer flow to increase occupancy and lower cost per...

Banking on better customer experience

Bank customers today have more choices in how, when and where they can to do their banking. 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...

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