Sven-Olof Husmark
Why “How” Beats “What” in an Era of Sales Disillusion
Let’s face it. Sales is hard. According to research from Gong.io, over the past seven years, average VP of Sales tenure has shrunk from 26 months to 19 months. What’s more, Salesforce Research states that 57% of sales reps expect to miss their quotas...
Erase Friction in the Customer Journey with Journey Insights and Analytics
Creating a consistent customer journey that narrows the gaps between digital and real world environments often means identifying friction points, understanding why they exist and having the resources in place to fix them quickly. From the standpoint of the customer, a smooth omnichannel experience...
Why People Should Be at the Heart of Your Retail CX Strategy in 2017
In December last year I wrote a post with a projection into 2016 - "One Customer Experience Tool That Will Get Significant Attention in 2016" I was at that point in time inspired by an article in Harvard Business Review arguing that technology lacks...
Why Amazon Go is a Mixed Bag for Retailers
More than two years ago I wrote an article here at Customerthink called Retailers provides Amazon experiences in the store. Little did I know that Amazon then were working on a concept that would take their own online experiences to the real world. After four...
How to Inspire and Reward Your Shoppers this Holiday Shopping Season
The brick and mortar store long stood as the paragon of the holiday shopping experience. No longer. Consumers are simply too time pressed and cost sensitive to limit their shopping to physical stores during this hectic time of the year. US retail e-commerce holiday...
How to Improve Healthcare with Patient Journey Data
84% of hospital leaders rank patient experience as a top priority. Not only does the level of patient experience indicate how well care providers are performing their jobs, it impacts patient retention, competitiveness with other providers, compliance, reimbursement rates, and more. Providing an excellent patient...
Are you Successfully Removing Experience Gaps from Your Omnichannel Retail Journey?
As recently as 2014, leading analysts including Forrester, Accenture, IDC, Ipsos MediaCT, Sterling Brands and Google Think were building a case for the omnichannel model. It was considered a competitive advantage that most retailers were unable to leverage. It has rapidly evolved from being...
4 Ways Social Robots Improve Customer Experience in Retail Stores
When I attend Omnichannel events and summits it’s rare that I find truly innovative keynotes and workshops on physical retail. I often hear about the importance of bridging the gap between the online and the offline world, but most of the time the focus...
Why Your Path to Success is Paved with Customer Journey Intelligence
Throughout recent history, many efforts have been made to understand what people consider to be ‘fair’ when it comes to the process of pursuing and waiting for the service they need from a provider. Adrian Swinscoe is a consultant, researcher, economist, and former teacher...
6 Ways Consolidation Creates Citizen Experience Success
The One-Stop-Government success story - Utrecht City Hall in the Netherlands. Around the world, municipal agencies are trying to manage high service expectations from constituents. They are striving to do more – for more – with limited resources. And they are taking steps to ensure...
A CX-focused Environment Engages These 4 Key Efforts
How many times have you not left a store unserved and unhappy? The customer experience (CX) is the product of an interaction between an organization and a customer over the duration of their relationship. The quality and impact of your CX is a result of...
You Would Never Have Guessed – Here’s the Secret to Your Happiness
A recent study entitled “Valuing Time Over Money Is Associated With Greater Happiness” confirms what we have long suspected. First, when it comes down to it, people value time more than money. Second, they assign a high financial value to their time. And third, those...
The 5 Parts of Omnichannel Banking that You Need to Keep Your Customers
There are few industries in which customer expectations are shaping the future as they are in banking. Customers know they can expect personalized offerings, they want options for when/where/how they want to complete their transactions, and they know they have options. Banks are...
The 4 Tips You Need to Improve Productivity and Customer Delight
Creating an impactful and personal customer journey begins with a clear and useful knowledge of how people interact with your environment, team, and offerings. Staff members working to achieve company objectives and perform their roles with the greatest possible productivity are most likely to...
3 Steps to Less Perceived Wait and More Customer Delight
While it may not be the first thing you think of when considering the parts of a great customer experience, perceived wait time is invariably one of the most important factors in his or her journey. Fortunately, understanding how to create an engaging, positive...
The Secret to Great Omnichannel Banking
In May 2015, Javelin Research reported that banking had hit an inflection point. At that point, 23% of primary bank customers in the U.S. described themselves as “mobile first,” meaning that they rely primarily on mobile for checking account activities. And in general, as...
You Will Never Have Happy Customers without Happy Employees
Satisfaction is a cycle. It may have your customer at the center, but it has your employees at every point in the journey. More engaged and fulfilled employees support more productive, efficient, and happier customer journeys. And in turn, happy customers are more relaxed,...
How to Communicate That You Care: Resources for a Great Experience
In a clinic setting, the average amount of time a patient with an appointment spends waiting to see their physician is 48 minutes. In an emergency room setting, the average time a patient will wait to be seen is 24 minutes. Whether...
Pinpointing Value: How Beacon Technology Improves the Retail Experience
Only a year ago, online and mobile shopping hit tipping points, overtaking brick-and-mortar shopping. Some analysts were sounding a death knell for the in-store experience. In part, this was due to growing customer demands for instant service accommodation, product availability, and an easy, personalized...
Perception and Profit: How Customer Experience Drives Growth
The customer journey has become increasingly important to every organization across every industry. I have in a previous blog post "Hate tweets that destroys brands - How to avoid them" talked about how social media gives your customer a powerful voice and is important...