The Dirt on Loyalty Programs
The best and worst rewards programs. Some practical advice from those who have studied them and found what works and what doesn’t. Based on Harvard Business Review article by Joseph Nunes and Xavier Dreze.
Managing Customer Experiences
The ‘humanics’ of your service experience are just as important as the mechanics. How to make your service a positive experience. Summary of the article “Managing the Total Customer Experience” by Berry, Carbone & Haeckel, 2002, MIT Sloan Management Review.
What People Think When Waiting
The eight psychological truths around waiting. How you can ensure your customers feel good, while they’re waiting for your service.
How & Why to Use Service Blueprinting
Service blueprinting helps an organisation understand the ideal service experience and evaluate its competitive positioning. What is the desired service compared to the actual one? A brief outline of why and how you can use them.
Designing Servicescapes
Create the optimal service experience for your target customer through the clever manipulation of colour, sound, smell, touch and taste.
Using Psychology to Influence
We can encourage people to behave in certain ways when we understand the underlying financial, social and emotional motivations – to avoid or approach, that is the question.
Dealing with Difficult Customers
Five useful customer personas to help staff deal with difficult customers.
The Risky Business of Services
Services carry a higher perceived risk than Products, but there are a few things a Services brand can do to mitigate this.
5 Ways to Compete through Service
Services are the “burning platform”. They dominate the developed world’s economy and are set to continue. So how can we compete through service?
Challenges & Solutions for Services
Services have some challenges that product goods do not. Here is a brief overview and a number of suggested solutions.
