As I demonstrated in my February blog post, The One Metric That Determines An Organization’s Future Success, the Net Promoter Score (NPS) is a powerful tool for companies because it measures customer experience. It asks one question, “How likely is it that you would recommend us to a friend or colleague?” [score from 1 to 10, with 10 being the best] The advantage of NPS is, instead of measuring many variables, companies can simply measure one metric. Companies with

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Intelligent concierge welcomes customers into busy stores and branches For years, the world’s biggest organizations have been grappling with added value services and appointments, so that when a customer enters their store, they know who they are, what they want, and can get their best team on the job. Now, they can get that same insight about every customer who walks into the store, thanks to BookingBug Dynamic Queue Management. With the addition of a queuing solution, the BookingBug

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Have you seen the commercials for the Discover It Credit Card? The ones where one person calls Discover customer service and surprisingly the customer service representative who answers the call looks and sounds remarkably like the customer. Discover was trying to convey that the company is actually personable and has a good understanding of the customer’s needs. Discover is touching on a new theme for companies called “human to human” or H2H. We and the marketing team at Discover

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Marketing is a well established and crucial component of business. Whilst the theories and strategies surrounding marketing continue to evolve, the core principle remains the same: communicating the value of a product or service to customers. Marketing, in various guises, is critical for all forms of businesses, and it is important to recognise that all your stakeholders are unique and, therefore, will have different needs and habits. So with that in mind, in order to ensure your marketing is effectively

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Today, the Financial Times announced its FT1000, a list of Europe’s fastest-growing companies, where BookingBug were placed 164th. The FT1000 lists the 1000 companies in Europe that have achieved the highest percentage growth between 2012 and 2015, and it is a celebration of the innovative organizations that are the driving force of the European economy in the 21st century. For BookingBug, being listed as the 164th fastest-growing company in Europe is not only an honor but also the result

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Historically, banks have been heavily siloed operations - the online team has goals and systems quite separate to the in-branch teams, regional managers, and other departments. This results in a fractured core to the business, where motivations and views of the customer rarely align. Crucially, it’s holding banking back from creating the kind of customer experience other retailers have achieved. And all the while, people’s expectations are sky-rocketing. The three key areas that are affected by the siloed

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Did you hear that Blockchain is coming? Wait, what exactly is Blockchain? And is it related to Bitcoin? Blockchain is a disruptive technology that will fundamentally change banking as well as many other industries. Bitcoin is an electronic currency that uses blockchain to transfer funds from one party to another. Let’s examine what is blockchain, why it will increase in popularity, what it means for the banking industry and explain bitcoin. What is blockchain? Blockchain is a technology that

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