Why executives should be interested in behavioural science
Behavioural science matters because it shapes the memories and feelings we take away from an experience.
How can the returns process become a positive experience?
How can the returns process become a positive experience? Posted 22nd September 2015, by John Aves. Taking something back to a store can feel like a dreaded task from a customer’s point of view. We have all been there trying to argue our point, unsure of what the returns policy [...]
Is delivering great customer service good enough?
Is delivering great customer service good enough? Posted 14th September 2015. Many retailers are constantly being tasked with providing ‘great service’ to their customers, but is ‘great service’ good enough? With customer’s expectations rising and the complexity of delivering across multi-channels, what do retailers need to do to win customers’ [...]