Blogs
Unbendable Customer Experience Rule #5
by Mike Wittenstein — Customer Experience and Service Designer, Storyminers
Advertising is a tax brands without sufficient word-of-mouth support have to pay.
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Simplicity as a competitive advantage
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
Simplicity is a competitive advantage. Most people overcomplicate things, and when they do they lose their effectiveness. Here are some examples I've seen and…
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Groupon Earns Points in Latest Deal
by Lisa Biank Fasig — Director, JZMcBride and Associates
Finally, Groupon will be giving its loyal members Group-points.
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Harvard Book Store simulates window-shopping online and does it well
by James Bickers — Editor, Networld Alliance
Two years ago, Amazon tried something called Windowshop, an interactive Web app that aimed to make the online book-browsing experience more like the in-store…
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The communication station: are you making your connections?
by Sharon Goldman — Senior Director, COLLOQUY
Savvy loyalty marketers know that deeper engagement and personalized communication are the biggest loyalty drivers for high-value customers, not mass e-mail…
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Building a company of respect
by Jeanne Bliss — Founder, CustomerBliss
The Headsets.com experience is defined by the attitude of the customer service rep you reach when you call, and how you feel when you hang up the phone from…
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What you can't teach buyers
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
There are some things you just can't teach buyers. Nor should you try.As sellers, we can educate buyers on:
read nowAsk for My Phone Number and Youll Get ZIP
by Lisa Biank Fasig — Director, JZMcBride and Associates
This week I have an unusual motivation for wanting to go out and buy something – I want to see if the cashier asks me for my ZIP code.
read nowWalmart's pricing strategy: Further evidence revisited
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
Conflicting stories spawned further research. Did it change my message? A December 2010 Bloomberg Businessweek article cited in my "Further Evidence" article…
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The Enduring Allure of the Secret Handshake
by Doug Stephens — President, Retail Prophet Consulting
The world is an increasingly inclusive place and as a society, we've grown to expect equal and open access to just about everything. Facebook has become the…
read nowTried and true, or tired and through
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
I was talking with a retailer Monday who discussed with me all of the changes and decisions she needs to make concerning her stores, including investing in new…
read nowA missed opportunity to add loyalty value?
by Sharon Goldman — Senior Director, COLLOQUY
At COLLOQUY, we regularly discuss the benefits of using loyalty program data to improve customer relationships and targeted customer communication. But can a…
read nowPenetration pricing: Good strategy or self-inflicted wound?
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
Penetration pricing is a strategy in which a company offers lower prices to garner market share. Is this a viable strategy? If so, when will it work?To answer…
read nowDont Discount the Effects of Snow
by Lisa Biank Fasig — Director, JZMcBride and Associates
Much of the country is buried under snow banks. America's retailers, meanwhile, are trying to dig out from a pile of inventory.
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Retail At Risk From Technology
by Bob Phibbs — CEO, The Retail Doctor
We need to address the real concerns facing retail instead of looking to technology for a quick fix. This Manifesto can spur you to change the way your retail…
read nowAdrift in a sea of change? Check your internal compass.
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
I don't know a business owner/leader who hasn't, at one time or another, felt adrift in the sea of change. It's inevitable. Why?Business, like everything else…
read nowFoursquare and Facebook Places Face-Off for Loyalty
by Sharon Goldman — Senior Director, COLLOQUY
The check-in wars are clearly in full swing. Foursquare recently boasted it had 381,576,305 check-ins worldwide in 2010, and while I don't know the exact…
read nowHow Much is that Downy in the Window?
by Lisa Biank Fasig — Director, JZMcBride and Associates
Heard the one about the fabric softener and the sleepwalker? The punch line takes place in a department store.
read nowCustomer service greatness, as taught to us by PBS
by James Bickers — Editor, Networld Alliance
Here's an amazing story that any retailer can learn from, a story about the power of surprise and going above-and-beyond for the people that interact with…
read nowWhen Must is Always, Should is Most of the Time, and Never is Out of the Question
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
One thing that fascinates me when working with retail chains is seeing the different levels of performance that spring from the same retail strategy. Each…
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