Blogs
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…
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Who 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…
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Axiom'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…
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Customer 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…
read nowThe Walmart whale is making waves in South Africa retail
by Chris Petersen — Owner, IMS
It is one thing to read about international retailing, but quite another to experience it firsthand. I've visited South Africa several times on safaris, but…
read nowIgnorance is expensive
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
A construction company complained that while revenues were up over 40%, their profits hadn't grown much at all. When asked who their ideal customer is, they…
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The ten commandments of networking
by Harvey Mackay — Author, Mackay Mitchell
1. I will not assume that the person with the credentials is the person with the power.
read nowWhy Costco discounts postage stamps ... and why it matters
by Micah Solomon — president, four aces inc
A good equation for value is as follows: Value = Personal Benefit minus Cost and Inconvenience. But the "personal benefit" variable can easily override the…
read nowFed policy hinders home sales
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
The Federal Reserve governors' decisions to keep mortgage rates artificially low are hindering new home sales. Sound crazy? Isn't it true that lower interest…
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