Ian

  • Ian posted a new activity comment 6 years, 7 months ago

    Its an interesting space and idea. This is what might be refered to as a brand lighthouse. It looks massively expensive, but it justifies its costs by being a point of interest for the brand showing that its doing new things.

    Banking is full of these types of ideas, but the key difference is that Starbucks is a globally recognised brand, with…[Read more]

  • Ian posted a new activity comment 6 years, 7 months ago

    there are numerous problems with these barriers, they tend to create barriers to interaction, and in many respects create behaviour patterns in people that eould not happen if the barrier was not there. ITs similar to peoples behaviour when stuck in traffic in their cars. Even the most mild mannered can become raging bulls screaming abuse at other…[Read more]

  • Ian posted a new activity comment 6 years, 7 months ago

    I started to think about this after another technology experience recently. One of the big problems with this kind of things is that there is a piece of technology replacing what might have been a real experience or at least real interaction.

    The technology because we are now so inured to screens has to be tricksey in order to gain our…[Read more]

  • Ian posted a new activity comment 6 years, 7 months ago

    The thing here is how do you make these things appear natural. Ninety percent of the time at Mcdonalds in Europe the “Have a nice Day” that staff used to say didnt feel genuine.

    Also in some cultures it can be either disrespectful or challenging to look directly at another person no matter how temporary the eye contact.

    The idea in any…[Read more]

  • Ian posted a new activity comment 6 years, 7 months ago

    This is very typical and i have seen this a number of times, even when a company doesnt change hands. Unless the culture is worked at, monitored and every member of staff is committed to the idea, there will be issues.

    So many things can influence the way staff will behave, and even if you have spent a long time building up a culture it only…[Read more]

  • Ian posted an update in the group Group logo of Customer Experience CultureCustomer Experience Culture 6 years, 7 months ago

    Thought I would share this, a positive experience. I recently stayed at a country hotel in south England. We had arrived very late in the evening and were hungry when we got to the room. The ordered food didnt arrive because the person taking the order had forgotten to write down my room number. however the moment I called they apologised, sent…[Read more]

    • But why half bottle of wine? Where did the other half go? šŸ™‚

    • Evaporation. Well thats what i call it šŸ˜‰

    • Yeah, they fixed the problem, but you had to call and tell them that something was wrong before they fixed it. This is bad business sense. The hotel lost money because they didn’t have someone competent to take down your number and get your food to you. This happened to me before, and I can tell you that giving you a free meal and wine was a rare…[Read more]

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  • Ian posted a new activity comment 6 years, 7 months ago

    the amount of interaction is very good, people really feel the need to go and touch the screen and see what they can do.

  • The last ad I posted for Virgin got me thinking when i saw this for the umpteenth time on TV yesterday.
    You can see where they are going in trying to create an emotional message, and pull at the heart strings, and the voiceover directly talks to the current issues in Spain. But to me its just not believable; and this is where it gets strange – it…[Read more]

    • It is difficult for any company to convey a sense of caring without the customer experiencing that compassion firsthand. As consumers, we are provided with a host of options – options that typically are vying for our attention and using the same tried and tested techniques that successfully do so, leading to very generic commercials. As a result…[Read more]

  • Ian posted a new activity comment 6 years, 7 months ago

    As lots of parents now give their kids bank cards instead of pocket money, maybe they could use their pictures as a deterent to overspending

  • Ian posted a new activity comment 6 years, 7 months ago

    Eliminating negative cues is basic but it so rarley happens!! A lot of the time negative cues have been fundamentally designed into the experience; take for example when you enter any retailer or bank or for that matter office complex in Spain and the first thing you usually see is a uniformed security guard, who rarely provide visitors or…[Read more]

  • Ian posted an update in the group Group logo of Relationship Centricity Relationship Centricity 6 years, 7 months ago

    There is an interesting connection to what we are saying in experiential communications. When you look at companies that really deliver great customer experience there is an attitude that runs through the whole company from the CEO / chairman /MD all the through. Virgin has it, they talk about it, and they deliver it. Apple has it, Harley…[Read more]

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