Costa Rican fashion retailer gives customers access to emergency clothes truck
Fashion retailer Forever 21 promote the opening of its third Costa Rican store with Closet S.O.S: a mobile fashion truck stocked with apparel and accessories. The first 100 customers received a voucher that entitled them to request a visit from the traveling closet during ‘fashion emergencies’: unexpected dates or duplicate party outfits, for example.
FREE CLICK & COLLECT
Hundreds of our sellers now offer Click & Collect on their items. Meaning- you can pick up on a day and at a time that suits you. You can choose an eBay Collection Point location near you, including one of over 650 Argos stores across the UK.
Amazon’s Fire Phones come pre-loaded with the Mayday button, a one-tap application that instantly allows the user webcam-enabled face time with an Amazon customer services representative. The Mayday button first appeared on the Kindle Fire HDX tablet, launched in September 2013. Average response time is 9.75 seconds
Banks offer webcam-enabled live chat
Mumbai-based IndusInd Bank launch Video Branch: a service that provides video conferencing with branch managers. Via a free desktop or cellphone app, customers can schedule and participate in video calls, complete transactions and access a contact center. Meanwhile, in August 2013 Bank of America launched its Express Branch in New York, featuring ATM’s that allow live video chat with bank staff, and in June 2013 Poland-based mBank launched a new online banking system that allows customers to webcam with bank representatives.
Soon customers will be able to tap on their devices for anything
Dutch etailer JeansOnline launch a home delivery option that allows shoppers to return any unwanted items straight back to the courier. With the Easy Fit & Return service, customers have 15 minutes to try on garments, after which the courier will return to collect any purchases they do not want to keep. Meanwhile, couriers from Russian online fashion store Lamoda will wait 15 minutes for returns and offer fashion advice if asked.
Delivered pizzas cooked in transit to ensure freshness
Pizza Hut Panamá has launched Oven Delivery: a delivery service that cooks pizzas while in transit. Electric ovens are installed on the back of motorcycles to reduce delivery time and improve the quality of the pizza.
Lays Partners With Uber
French shopping center specialist Klépierre has a booth called Inspiration Corridor: that uses facial and body recognition to make shopping recommendations. The corridor is equipped with sensors that analyze a shopper’s age, gender and apparel. Touchscreens are then populated with personalized purchase suggestions. Shoppers can also scan the barcodes of items they’ve already purchased to view accessory suggestions. They can receive directions on their cellphone to items they like by tapping on the touchscreen.
Russian cosmetics retailer uses emotion recognition software to offer customized discounts
Russian cosmetics retail chain Ulybka Radugi has cameras and emotion recognition software at checkout counters. The cameras can read consumers’ facial expressions and register emotions. Information is stored alongside the consumer’s loyalty card number and purchase details to create a personalized profile with targeted campaigns and promotions.
Airline and airport trial Google Glass for passenger-facing staff
Virgin Atlantic equip concierge staff at the Upper Class lounge in London’s Heathrow airport with Google Glass. Staff used Glass to identify passengers, initiate check-in automatically and provide updates on weather and local events at flight destinations. Virgin say the service may alert staff to passengers’ personal preferences, such as dietary requirements, in future. Copenhagen Airport become the first airport to trial Google Glass; passenger services staff used Glass to access to gate, baggage and flight information and benefit from real-time language translation.
54% of New York consumers say it is rude and inappropriate to text, tweet, email or talk on a cellphone during a restaurant meal
Café rewards polite patrons with discounts
A South of France cafe implemented a pricing policy based on patron’s politeness. Patrons who greeted the barista at La Petite Syrah and used ‘please’ were charged EUR 1.40 for a cup of coffee; those who failed to use any pleasantries were ‘penalized’ with a EUR 7 price. The prices (with greeting) were clearly displayed on a board inside the café.
Philippine restaurants reward diners for not using their phones
McDonald’s and Coca-Cola partnered in the Philippines and launched BFF Timeout: a free app that rewards diners for not using their phones. Once individuals in a group have all opened the mobile app, the timeout begins and points are earned for every moment that cellphones are left alone. As soon as anyone uses their phone, the timeout ends. Participants’ scores were ranked on a public leaderboard, and prizes included trips to Japan and Singapore.
POLITENESS PAYS trend
Demands can go both ways. Consumers are now willing to let brands demand something of them – a little contribution, effort, even pain – in the name of some broader good. In 2015, smart brands will realize that it’s often other consumers who have the greatest impact on customer experience – good or bad. So they’ll encourage – or even force – every consumer to do their bit when it comes to creating a positive atmosphere and ensuring processes run smoothly.