• Just got a business card from a tech company in my area. It was pretty neat, actually interfaced with a QR code and had functionality with NFC signals on the phone. Bump the phone to it and you’ll pull up their website with a special client portal. Is this how things are going to be now? At your fingertips on your phone without even needing an…[Read more]

    • People are moving towards a more digital society whether businesses want to accept it or not. At this point, I do believe that businesses need to master the digital realm and blend technology into their offerings. Blend is the important word, though, because they need to balance the digital offerings with a strong physical presence that appeals to…[Read more]

    • You either do one or the other. People or tech. It’s not something that you can just magically do both of. Have you heard of a company that does it all like that? Tech is too new for old people, but great for kids. People skills aren’t something the young people have. Two markets, so we’re not gonna see a big transfer to one or the other.

      • James replied 4 years ago

        Maybe they can find a middle ground that will appeal to both sides. The safety of familiar tech and products for the old, and newer products for the young. Plus you can upsell the new products since they’ll be more expensive to manage anyways. Slowly build in that new fee or increased cost so that you have a new client base that is used to the…[Read more]

    • Is it something thats that amazing? I want to be able to experience it myself. I’ve never had the chance to work with anything too high tech like that, but it sounds interesting.

  • Just got a business card from a tech company in my area. It was pretty neat, actually interfaced with a QR code and had functionality with NFC signals on the phone. Bump the phone to it and you’ll pull up their website with a special client portal. Is this how things are going to be now? At your fingertips on your phone without even needing an…[Read more]

  • Dean posted an update in the group Group logo of Customer Experience CultureCustomer Experience Culture 5 years ago

    I really am liking how a lot of companies are changing things up. We had some consulting company come in to evaluate how our business is running and they were really focusing on making things better for the customer. They redid the layout of the store and everything. But is this something that is going to be done over and over again across all…[Read more]

    • I do not believe that this is a phase of business that can be so easily commoditized for the simple fact that it is a change that is vastly expensive in terms of both money and human resources. It is difficult to overhaul a business to be more relationship centric, so many companies will opt to avoid this option of improving operations. There will…[Read more]

    • Money is king when it comes to businesses, If it’s something expensive we’re sure to see people drop it in favor of keeping money in the bank. I know I would. So yeah, if you make the investment you’ll get some returns and you won’t have everyone changing over all at once. Some people will, some people won’t. It’s up to the business owner and…[Read more]

    • I am not sure that many companies would invest in reestablishing their culture and workforce in a more relationship centric fashion. For mature companies, overhauling their operations so such an extent would probably be more detrimental overall despite the long term benefits. Dramatic changes would involve a lot of reassessment of value and worth…[Read more]

    • Well of course it’s gonna be a problem. You think that companies are gonna ignore what is going to make them money? My advice – save your money and stay the course like a sensible business owner. You’ll make all that money the rest of them are losing while they try to “innovate”

  • I want to share an experience I had with a themed store here in Las Vegas. Recently, I visited the aptly named Zombie Apocalypse Store that is just off of the Strip, and I have to say that it did have some interesting points that would help with improving a regular business’s model and environment. The service and actual business were somewhat…[Read more]

    • And how do you think a “zombie” shop is a good model for a bank? It makes no sense that we should take a tip from some retail store that bets on gimmicks instead of actual advantages. Who cares about some store that has to stay in business by using fads and tricks. That won’t work for a regular business

    • Dean replied 5 years ago

      I’m still iffy on if this is something we would want to see for financial services though. Do you want a safari jungle themed bank? Would it make it much better? Aaron has a good point here. I want my bank to just be a bank, and how I think of a bank is how banks are right now. Maybe they can be better, but nothing wrong with it now

    • I don’t like forcing the bank to be something it’s not. It’s not a place for you to see everything that’s going on. It’s for security purposes. I’d say if you want to make the bank better, make it visually match a theme. Like a bank that would cater to high class would have classy art and all that jazz. Something more middle road would have…[Read more]

  • James posted an update in the group Group logo of Experiential Innovation Experiential Innovation 5 years, 1 month ago

    Would you guys say that the next point of innovation is the next form of touch? You hear about things being 3D and more lifelike every day. It’s the primary new thing for technology, so do you think that will be the next big thing for businesses too? It seems like since the technology is coming out for new ways to physically interact, that would…[Read more]

    • This is a question as to whether or not the technology will truly improve the ability of the bank to fully meet their customers’ needs. I personally doubt that this new form of technology will revolutionize banking, simply because I cannot imagine that it would bring any new improvements. Personally, I see this as a simple progression towards a…[Read more]

      • There’s some ways to make it work though. Touchscreens and model homes for mortgages and stuff. Things to make it tangible. That’s big for me when I go to choose a place to work with. I like results, and if you can touch things you can see what’s going on.

    • I really do not see that happening anytime soon simply because it is not a trend that has been widely adopted at all. It is not something that is easily adapted to the business services industry simply because people will prefer to deal with an individual rather than a machine. People can be held accountable for their actions and have a sense or…[Read more]

    • Dean replied 5 years ago

      But how’s touch gonna be any good? What are we going to do, let people touch the money in the banks? There’s not a lot that’s really something you can make touchable and still have security. I don’t get the idea of using touch to make things better

      • I’m thinking touchscreens and things like that. Not sure how else it would work. But that’s one way to make it better.

    • What are they gonna do with touch? You can’t just make things work because you want them to. You can’t suddenly make your business do things it’s not supposed to. Banks deal with money. They aren’t supposed to be involved with anything like smells or fancy lighting. It’s a business for money, and that’s they way it should be.

  • I have to say that I have had a recent experience with a rental car company that was surprising to say the least. Many companies interject saying that they prioritize the customer and the experience that they create for them. Additionally, most will state that they aim to establish a relationship with their customers, yet simply regulate that duty…[Read more]

    • You are right in saying that the issue is the lack of followthrough on behalf of the company. Many are content to simply train their employees and trust that the job is being done appropriately. What must occur is consistent monitoring of the matter and improvement of the process. Rather that simply training, companies need to employ a system…[Read more]

    • Dean replied 5 years ago

      So how do we do that? Have someone dedicated to making sure it all flows smoothly like you want? It sounds really expensive and doesn’t sound like something a business should do if they have lots of branches to watch over

      • Proper training is key to ensuring a smooth and consistent form of service. While you will have breakdowns, the best way to standardize the process is to provide consistent, effective training that will stick with the employees. It is more expensive and it does take time, but it does produce results.

    • I don’t think you’ll get perfection. That’s just the way it is. You train people, you leave, you come back and see them cutting corners. It happens. I’d say that if you train them and get them to at least do it a good chunk of the time then it all pays off. Just make sure to check up every once in a while to make sure it’s going the way you want.

    • People screw up. I don’t see why you think this is something new or a real problem. People are lazy, they screw up, they slack off and cut corners. Normal business issues that we can’t really get rid of. Deal with it because we won’t see it go away anytime soon.

  • This just in! Hot off the presses! Senteo just pumped out a feature on this article:

    So I was reading it and thinking. Wow, I do this! Do you guys do this too? I bet you do! So I’m thinking, is there a way to change up how employees communicate with…[Read more]

    • And how do you expect a business to even try to fix this? Take away customer phones? We just need to get more people working and quicker turnaround time for everything. It’s not rocket science people.

      • The issue is that businesses cannot compete for attention with the customer. If customers are already distracted once they enter the building, it is more difficult to please them. This is a case where the issue is with the customer not using the products and services offered immediately, leading to their dissatisfaction. I don’t think this is…[Read more]

    • Dean replied 5 years ago

      I don’t really feel so sure that that’s a good way to change up a restaurant. I like to eat in peace unless I need something. Then I’ll ask for the waiter and tell them what I need. Basically, I want be served but not hassled. It’s just for eating after all, not like I expect a show

      • Hey, who said that you won’t have your privacy? We’re just thinking of ways to make it better for the customer 🙂 if that means less talk and more action, then I would be all for it! Communication isn’t just vocal, but also through action as well. A smile, simple gestures, all sorts of things can make it better and more of an experience 😀 Think…[Read more]

    • I do believe that restaurants fall outside the realm of a standard business. Their operations, while customer centric, emphasize products as heavily as their service. Essentially, they are a hybrid between the two, and it is difficult for them to specialize in one or the other to such an extent that they will be known solely for it. As I see it,…[Read more]

  • So what would be a good experiential environment? Like, what would be an example of one? I want to have an idea of a model to follow if I try to come up with new ideas.

    • This is not one that I believe you will be able to gain a great deal of insight from, but I recently was at Six Flags and was pleasantly surprised by how well they were able to create this experience of being in a different themed area. In particular, I am speaking of Camp Snoopy. In addition to the rides (in this case, their services), they…[Read more]

      • You know, it doesn’t really make that much sense for the banking industry but I get the idea with what you’re talking about. In the end, we just want to immerse the customer and them to feel like they are actually part of the world we make. So, banking is profession, amusement park is childish.

        • That is the main goal. We want to be able to create a situation where we become immersed in the environment. This allows us to fully enjoy and feel what it is that we are experiencing. Rather than engaging a single sense, we are unconsciously feeling every single aspect of our environment.

    • An environment that I fondly remember is reminiscent of a museum – constantly changing but consistently flawless in presentation. There was a real estate office that I used when I purchased my first home that captured the idea of an experiential customer environment. It was similar to an Ikea in the way that their areas were furnished, but these…[Read more]

  • I typically do not have a great deal of praise for company cultures, for most are simply lacking in terms of emphasizing a customer experience mentality. However, I have noticed that many smaller operations, in this most recent case a local gym in my city, tend to practice a much more relationship centric method of doing things. In my most recent…[Read more]

    • Gyms are a great source of inspiration in my opinion, especially in terms of creating culture or innovation. I had said that my gym offered these “scenario” classes where they put you in different situations, such as a river rescue or obstacle course. I saw that as a new experience outside the standard gym routine. I didn’t see anything like you…[Read more]

    • So how does this apply to banks? I can’t see where you can cross over the ideas. It’s not like a bank will ask everyone how they want to bank since everyone will have a different opinion.

    • My belly may be evidence to show that I haven’t been to the gym in a while, but I really like this idea. 🙂 To answer our good friend Deano, it’s about getting people into spending time and working with the bank. They got people at the gym to stay and talk about what they want, so they wanna come back since they want to see their ideas come to…[Read more]

    • See, this is where I think it makes sense. There are people actually there to do things, so why not make it something they can be connected to? People are attached to money, sure, but they aren’t going out of their way to make it something special. No one wants to go to deal with their money because it is stressful. So I’m not sure how this goes…[Read more]

  • Dean posted an update in the group Group logo of Experiential Innovation Experiential Innovation 5 years, 3 months ago

    So it’s been a long time but what are some companies that do have experiential innovation? It looks like no one is doing anything different right now to me.

    • I think the same thing sometimes. I don’t really practice it all that much at work. It’s not like we have a lot to do with it anyways. Sure I keep my clients happy and make sure they’re comfortable with what I advise, but nothing too different than what everyone else is doing. Doesn’t seem like this is a big thing for me.

    • Large corporations are usually the most visible of all businesses, and it is much more difficult to implement a new form of experiential innovation in that setting than in a smaller business. Often times you will see them field test new ideas in small offices. I believe this is why we are not seeing sweeping changes in the industry. Then again,…[Read more]

    • Because it isn’t different. How can you expect people to believe the fads about all of this. Look, you need to get that whats really happening is that we meet expectations and people walk away happy. It isn’t some big scheme to get people to experience new things. We just give them what they want and they come on back.

    • I believe that we are doing things differently, just it is on a very gradual progression so we are not seeing the sort of dynamic innovation that has come in the past. Everything has been moving so quickly with the new technology and trends, but now that things are beginning to settle we are seeing less change and more businesses simply adapting…[Read more]

    • Deano! Have you heard a company called Nike? Big ol swoosh? Of course you have! 😛 Now they may not do it everywhere, but in the biggest stores they’ve got some seriously innovative stuff. We’re talking treadmills, virtual driving ranges, football ladders. The whole nine years so you can try out your gear before you buy it. If that isn’t…[Read more]

  • Here’s a great ad I saw referencing the World Cup. It does not come right out and say it, but it really speaks to how we are influenced by what we love. In this case they showcase soccer and how it is a part of people’s lives no matter their age or demographic. I thought it was a great way to showcase the love of the game and keep people…[Read more]

    • Seems cool but I don’t get how this makes mickey Ds look all that good. They have one sign at the end and that’s it. I wouldn’t have even known what the ad was if I only caught part of the commercial. To me, not enough of the brand coming through. Great commercial though.

      • I do not think that the main goal was to highlight McDonald’s. Really what I think they were trying to do was associate the love for soccer with that of McDonald’s, saying that McDonald’s is just as passionate as they are. Hence, they made the commercial and feature all sorts of World Cup advertising buzz. This is in addition to creating something…[Read more]

    • This is a wonderful find that supports the idea that experiential communications do not necessarily have to constantly highlight the brand that is being promoted. From the video you can clearly see that they are trying to capture the essence of what it means to be a fan, showing that it permeates even into everyday life.

    • It’s fun but there’s not much else to it. You got people to watch a video but didn’t really tell them anything about you or the company. How is that experiential at all?

      • Well you obviously watched it, meaning that it had an impact 🙂 Not to mention that now we know that McDonald’s is a sponsor of the world cup and is proud enough to focus on the love of the game instead of their own products. If you ask me, that’s pretty big

    • I like the commercial but I don’t get how it’s experiential. Care to explain it a bit to me? It’s going way over my head.

      • The experiential side of this commercial does not directly influence viewers. The primarily aim of this advertisement is simply to appeal to those who have a passion for the sport. As I see it, it invokes the “why” surrounding people and their daily activities; they love soccer and incorporate it into their everyday lives. This rings true with…[Read more]

    • Whoa, how did I miss talking about this? The cup was amazing and this commercial played a bunch of times! You know, this really got me thinking. Was it worth it? Trick question – of course it was! I still remember the commercial, which means it was effective in getting in our heads.

  • As someone who isn’t as well versed in the business of CRM systems and customer retention, I find it interesting how it can be such an upcoming subject. There are articles detailing the proper implementation plans, the best systems, and best timings for when to apply them. However, my question is what would be the ideal time to implement such a…[Read more]

    • It is my personal belief that every company has their own critical point where implementing a customer experience strategy, and whether that may be before the company has started or when they have reached full market saturation is entirely dependent upon that company’s management. However, it is clear that building a customer experience foundation…[Read more]

      • But is there truly a turning point in any business where implementing a new system of culture would be best? In my mind, I cannot see there being a specific point in time where a business would gain the most benefit from changing their culture towards something more relationship centric. I feel that it has to be an internal change from the start…[Read more]

    • Well you heard the genius himself! Seems like there is no perfect time to implement things. I agree too! You need to let people do their thing and not go by some set schedule. When the time is right, the time is right 🙂

    • If you’ve got your business going strong is there really a need to go ahead and get a big change over to relationship centric stuff? I mean, if you’re already doing good how much can changing how you work help? I don’t see how it can make these huge improvement to a system that is working just fine.

      • I see it as keeping up with the industry and changes in customer expectations. As you become accustomed to a certain set of standards you realize that there is little that differentiates companies. All, in the end, strive to achieve the same standards, effectively commoditizing themselves. They need to establish a relationship in order to retain customers.

  • So I saw this article today and was thinking about how we talk about customer experience. Do we really have the chance to change someone’s experience or is it just meeting their expectations? I was getting around to the idea of us actually having that sort of influence, but this makes it seem like we are still far behind in that…[Read more]

    • Good thing I check this group daily for updates 🙂 I read the article and I think it’s fantastic! We do change experiences and make people happy. That’s why it works, you know 😉 It’s us making customer experience better

    • I wanna point out that expectations are part of the experience too! Who’s ever gone anywhere without expectations? No one, that’s who! 🙂 And its our job to make sure that those expectations are beat every time. That’s how we get loyal customers! 😀

    • I don’t get why you think meeting expectations is suddenly some sort of experiential thing. If you don’t make customers happy then you don’t stay in business, that’s that. Expectations are what you are trying to meet in the first place. This isn’t anything new. Meeting someone’s expectations isn’t suddenly a new experience. It’s expected.

      • The experiential aspect is not simply meeting the customer’s expectations – it is the process in which it occurs as well as how the customer’s expectations are exceeded. I believe it is important to note that in any business the customer’s expectations are the main measurement of whether or not the job or product was successful. While, yes, any…[Read more]

        • I understand it, but how do we apply it to the financial services industry? I’m not one to be going around making sandwiches with my clients. But I’m not about to show them the ins and outs of my business. We can’t just hold their hand and walk them through the process of managing their wealth, so how do we make it experiential?

          • The reason no one answered yet is because you can’t. You just can’t. Some things work out for some businesses, but for us there are limits. None of these guys get it and they’ll try to make it happen, but I don’t see that plan working anytime soon.

    • If you read the above comment I made in response to Aaron you will see that we still can create an experience while meeting expectations. From my work, I have seen that it is the delivery to the customer that creates the most lasting experience. While there are products that must be worked to create an experience, my work has shown that we…[Read more]

  • So here’s a video I caught on the internet a while back. Seemed like an interesting one that had a lot of potential to go viral. I think it’s good. What about you?

    • I have heard about this video and decided to watch it when you had posted it. Personally, I think it is a great piece of branding on the part of Coca Cola. While they were striving to achieve a viral result, the main purpose of this video seems to be the idea that Coca Cola serves as an icebreaker for individuals. In the context of the college…[Read more]

      • I’m pretty sure they just wanted a viral hit and they got it. Not too sure if they were looking for that other stuff but it’s not like it hurts them either.

    • Well it’s about time someone came alive in here! You know me, when someone starts talkin I come a runnin! 😉 This video is just awesome. I really like it a whole lot! 🙂 It’s fun, it’s easy, and it’s engaging. What more could you want? Makes me wanna grab a coke right now! 🙂

      • I thought the same. Cool way of getting the brand across to a younger generation. Seems difficult to do with banks and financial services though

    • This video has a lot of potential to become something great, but I do not believe it will have the outcome that Coca Cola is striving for. Yes, the product’s new cap is experiential because it goads individuals into working together, but I do not think that this will work as an experiential foray due to the fact that this seems like an isolated…[Read more]

    • Вам проконсультируют о приближенной обстоятельству неисправности, сроках ликвидации и приближенной стоимости ремонтных работ.
      Консультирование Круглосуточно – Починка холодильников дешево Люберцы несомненно поможет вас сберечь немало времени, а имеет возможность являться в том числе и и ресурсы, по причине этого, что же достаточно.
      Зач…[Read more]

    • Разрешите Вас приветствовать. Вот тема. Ремонт морозильников не дорого Люберецкий Думаю, я успею сделать ремонт в квартире к твоему приезду из круиза. Зачастую нарушения в работе морозильника имеет возможность ликвидировать лично покупатель, в случае если пояснить что же необходимо совершать, рядом данном никак не понадобитьс…[Read more]

    • Позвольте Вас приветствовать. Вот тема. Починка холодильников с выездом Люберецкий Недавно поступил вопрос. Есть несколько возможных причин, которые могут вызвать этот симптом. Первая и самая распространённая – выход из строя термостата, отвечающего за морозильную камеру. Если терморегулятор в порядке, причина может крыться в мотор-компресс…[Read more]

  • Have you guys ever attended one of those reenactments that they have for wars and events? I took part in one at the start of the month and noticed that I was much more interested in the story when I had a role to play. I’m starting to see what this experiential innovation is all about. When you jump into the midst of things you get really dialed…[Read more]

    • I have never participated in a war reenactment, but I had had paintball matches that were themed to resemble these types of events. With those types of events, scenarios were created and terrain was made to mirror the actual environment. While I would not say that it made the event seem authentic, it did make me feel emotions thoughts that I…[Read more]

      • That works too. I’m thinking that businesses should be framing themselves this way and creating that sort of theme. It makes it easier to become lost in the experience and remember it a bit more.

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