Customers of all ages have become adept at buying online — especially over the past few years— finding it easier, quicker, and safer. However, this doesn’t negate the need for the brick and mortar. It simply fuels the urgency to design an elevated omnichannel... read more
Waiting is another word for lost time — and it’s always stressful and annoying. But waiting — and waiting — in a doctor’s office is not only stressful and potentially a health risk, it can also negatively impact the patient’s perception of the visit and treatment.... read more
What if I told you that the Department of Motor Vehicles is a perfect example for self-improvement? It’s human nature to try to better ourselves. We champion people who see the need for self-improvement and take the necessary steps. We all can do it. Even the... read more
Progressive stores had already been using ecommerce to pump up sales, but when COVID hit, the retail world was shaken to its core. Customers were hesitant to shop in person but found that the experience of ordering online and getting the purchase delivered on time was... read more
At a time when citizens are demanding better service, government agencies are striving to find solutions for how to make it happen. The Biden administration recently updated guidance from the Office of Management and Budget [OMB] to improve customer... read more
One could argue that perception is reality. If people perceive that they’re waiting in line too long, they will become frustrated, and their entire retail experience will be diminished. And it doesn’t matter if the wait time was reasonable — it’s their perception that... read more
Back in the 1960s, there was the Age of Aquarius, and more recently, the Information Age. Today, the world is fully invested in the Age of the Experience, which is prompting smart forward-thinking retailers to give customers the most memorable experience based on... read more
Working as a service provider can be stressful. Numerous walk-in customers, long queues, and unhappy customers can increase the frustrations for employees. In this article, we will share tips on how you can improve the working environment for your staff. Source: The... read more
As a service provider, it’s important to optimize your operations continuously. Collecting the right data is the first step, and there are great opportunities to reduce queue times, enhance the customer experience and identify areas of improvement. This article will... read more
With a smart appointment scheduling system, you can collect data from each touchpoint in the customer journey and process it to get insights for continuous improvement. This article aims to explain which data to collect and how to improve your organization with... read more
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