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All Blog Posts Tagged 'Retail' (2)

Creating "wow" at the Retail front end?

The interesting thing in Retail is that eventually ,competitive advantage in location,merchandize assortments & price can be replicated by competition ,but Customer experience can be a unique diffrentiator. The difficult thing about this is that Retail brands have so many touch points with customers and how do you make each of these interactions “memorable”.



Many organizations,especially in growth markets & industries are already dangerously “out of synch” from their… Continue

Added by Chandan Pathak on October 16, 2009 at 7:11am — No Comments

THE PSYCHOLOGY OF WAITING!

Frank Capek has this very interesting take on something that we end up doing everyday - WAITING! In fact today “waiting” has become multi-channel-you wait in physical queues and you also wait on the IVR for the call centre agent.



Here is what Frank says: It’s hard to overestimate the impact of waiting on your customers’ experience. Across the research we’ve conducted, some of the most dramatic customer defections occur because of bad waiting experiences.



You can help… Continue

Added by Chandan Pathak on September 17, 2009 at 6:52am — No Comments

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