What is ‘White Glove’ Customer Experience? It’s not a new idea, in fact the concept even made it’s way into Fallout New Vegas – a 10 year old video game (Deep Cut). As part of Home Delivery MENA, I had the opportunity to chat with Tarek El Goweiny, Group CEO of NCC – a group of companies Read more…
Ecommerce enjoyed huge growth in 2020 as retailers were compelled by enforced change to consumer shopping behaviour. Despite what the American based SaaS platforms say in their marketing, setting up an online shop is only one part of ecommerce. Many retailers are finding out that picking, packing and shipping packages to customers is not easy, especially in Read more…
Ecommerce is growing. Accelerated by the closure of physical retail shops around the world, new groups of customers are being forced to buy online. There is a temptation to rush a project through to replace the gap in sales quickly. But your ecommerce strategy may need to be different to your physical model. The things that make Read more…
Or… What iOS14 means for you. Should consumers have a right to know what information is collected about them and how it is used? Yes. Should publishers of dubious content that is designed to generate traffic to increase advertising revenue be ‘punished’ (Tim Cook’s words) for causing real world harm? Probably yes. Should small businesses who use Read more…
Every year it seems we revisit how to create a better ecommerce customer experience. Every year it seems we say the same things in a slightly different ways. And every year we are surprised that simple things are still not adopted. Back to Basics – Your Customer – Myth versus Reality. Forget personalisation for a moment. The Read more…
Digital transformation success is closely linked with creating a culture across the business which is customer-centric and laser focussed on the customer experience (CX). One way to align the organisation around common goals is to use OKRs, but understanding the current CX culture of a company can be more challenging. The CX Typology Framework, developed in partnership Read more…
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