Features, News & Blogs
I scream for a social ice cream partyNom nom nom. One does not have to live in Cincinnati to be familiar with one of its greatest brands, Graeter's Ice Cream. The rich, chocolate-chunky treat has earned a national following, including major media coverage, due entirely to its quality …
Are you getting your additional 13 percent?The 2011 American Express Global Customer Service Barometer finds that 70% of American consumers are willing to spend an average of 13% more with companies they believe provide excellent customer service. 13%! That's up almost 50% over last year …
How smart is PetSmart?According to Dow Jones newswire today, PetSmart Inc. raised its third-quarter and full-year guidance, citing better-than-expected same-store sales growth. PetSmart has been reporting steady profit growth for over a year now, lately driven by demand …
Lessons learned from Apple: Great customer experiences learn continuouslyAny brand that becomes good does so, in part, because it knows how to learn. Any brand that becomes great has developed the ability to keep on learning. Apple is no exception. Within 30 minutes of opening its first store in Tyson's Corner, Apple …
How Fromagination is the Big Cheese in WisconsinFromagination has a passion for artisan cheese and perfect companions. Named a 2011 Outstanding Retailer by the National Association for the Specialty Food Trade, I was naturally curious (and hungry) to visit their shop in Madison, WI, and uncover …
How Apple can beat the fake Apple StoresIn today's New York Times, Nick Bilton writes about fake Apple stores selling real Apple products popping up. He notes that the "store design and employees are clearly out of character." Of course! it's impossible to copy experiences because the …
Putting on the Charm:  A Look at Charming Charlie  Charming Charlie is becoming the darling of shopping malls as it expands the number of store units nationwide. The secret of Charming Charlie's success is its focus on delivering value to its customers. Value isn't just low prices – although …
Better Pricing / Better LivingThe most recent 2011 Store Openings list (a list obtained from credible published sources available to the general public, updated 3/24/11) reveals that store unit expansion is aligned to consumer desire for better pricing and better quality of life …
Netflix, Amazon, redbox don't need to lose sleep over this new competitorThis week, a very strange service is coming out of beta, a service that is taking on entertainment giants like Netflix and redbox with a business model that Rube Goldberg would approve of. Companies like Netflix and Amazon have a negotiated 28-day …
A sweet rewards programI'm not a big fan of traditional loyalty programs although I do belong to multiple grocery and drugstore programs. And that's exactly why I'm not a fan. If they really tried to keep me loyal I would only have only one card. Most loyalty programs are …
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