Blogs
The high price of being too clever
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
"Any intelligent fool can make things bigger and more complex ... It takes a touch of genius — and a lot of courage to move in the opposite direction." So said…
read now'Sudden' interest in everyday low prices
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
An article by Ely Portillo at CharlotteObserver.com indicates that Lowe's is the latest company to try everyday low prices. This comes on the heels of failed…
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Hire the person, not the resume
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
If you're like me, you have made some terrific hiring decisions. A number of people I hired went on to be excellent employees and highly successful people. The…
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Customer experience management makes for good marketing
by Kimberly Nasief — President, Measure Consumer Perspectives
Customer experience management can be the difference between good marketing and bad marketing. As every business owner knows, a happy customer is the best form…
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Your favorite retail 'store' might just be your pickup locker
by Chris Petersen — Owner, IMS
The growth of ecommerce is literally old news. Pure e-tailers and traditional retailers with online sites are increasingly winning the hearts and wallets of…
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Like ketchup, but sweeter! The customer experience and customer taste
by Micah Solomon — president, four aces inc
My son and I were eating barbecue together recently. The restaurant in question is one of those excruciatingly cheerful, homogenized theme restaurants. Not my…
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Microsoft Internet Explorer compromise highlights POS issue
by Brad Cyprus — Chief of Security and Compliance, Vendor Safe Technologies
The key to good security is more than just technology. It starts with an attitude and culminates in a corporate environment designed to keep sensitive data…
read nowWho is the master of your company's destiny?
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
Who's controlling your business's destiny? Here are some simple questions to assess how much control you have over your business.
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These Target training videos are a joke. I think.
by James Bickers — Editor, Networld Alliance
We've all got that one family member who thinks he's hilarious, but he is not. Let's call him Uncle Kevin. At any family gathering, Uncle Kevin can be counted…
read nowAxiom's secret sauce for customer experience in Dubai
by Chris Petersen — Owner, IMS
Last stop on my around the world tour of retail was Dubai in the United Arab Emirates. In a land of perpetual heat, it is easy to understand why consumers…
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RIP customer experience: Seven reasons why customer experience is in danger of dying
by Colin Shaw — Founder & CEO, Beyond Philosophy
I am becoming increasingly concerned that the focus on improving the customer experience is heading the same way as CRM, into failure. I fear this as I am…
read nowPOS system hackers are caught and prosecuted
by Brad Cyprus — Chief of Security and Compliance, Vendor Safe Technologies
Subway has been the subject of intensive scrutiny and media attention since it came to light that their POS system was found to be vulnerable and that several…
read nowA customer service solution (soul-ution, actually)
by Micah Solomon — president, four aces inc
When I boarded the commuter ferry on Saturday, it seemed unusually crowded. A crew member explained: "We have a capacity crowd — about 2,500 souls — aboard…
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The iPhone 5: Our best bet for clipping and saving trust?
by Bryan Pearson — President, LoyaltyOne
Of the many features the newly released iPhone 5 can offer, one of the most compelling for the consumer is this: It eliminates the clip-and-save.
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Holiday sales predicted to increase
by Annamaria Turano — Executive Director, MCAworks
Deloitte recently shared their forecast that holiday sales are expected to increase between 3.5 percent and 4 percent as the economy and the presidential…
read nowRobo-pricing: The latest pricing game
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
In the July 8, 2012 Financial Times article, "Amazon 'robo-pricing' sparks fear," we get a glimpse at the latest game in pricing. According to the article…
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Big data: Finding an ant in an avalanche
by Jeff Weidauer — Vice President, Marketing & Strategy, Vestcom International, Inc.
Big data. It's the latest answer to our marketing prayers; the "holy grail" that will deliver the ultimate return for our precious marketing spend. Last year…
read nowRetail 'channel surfing' and its implications for sales, customer service and team morale
by Micah Solomon — president, four aces inc
Never forget: Your customers are likely to use the different sales channels you offer in different ways. Some of your customers may buy exclusively over the…
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The Peak-End Rule: A way to improve every customer experience
by William Cusick — President, Customerspectives
The only way you keep a customer, and get her to buy more, is to create a positive perception. And the only way a perception is created is through the customer…
read nowCustomer experience management 101: Identifying channels of communication
by Kimberly Nasief — President, Measure Consumer Perspectives
Customer experience management has changed, thanks to the digital age. Social media has changed the way businesses interact with their customers. No matter the…
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