News & Media From William Cusick
Will same-day shipping make us happier customers?
by William Cusick — President, Customerspectives
Both Amazon and Walmart are vying to be your retailer of choice, and one aspect that we are all apparently about to start demanding is same-day delivery of our…
read nowThe 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 nowHey, Retailers: Who's Got The Monkey?
by William Cusick — President, Customerspectives
There was an article in the Harvard Business Review quite a few years ago that's become something of a classic, entitled "Management Time: Who's Got The…
read nowNew Orleans - The Ultimate Customer Experience?
by William Cusick — President, Customerspectives
I just got back from three days on a business junket of sorts in the Big Easy. I've been to NOLA a few times and the after-effect is always the same: I need…
read nowAre frontline processes ruining your customer experience?
by William Cusick — President, Customerspectives
Without processes, it’s tough to run a business. Things fall through the cracks. So you create processes (or as you’ve probably seen, they create…
read nowThe 4 keys to a successful customer strategy in 2010
by William Cusick — President, Customerspectives
If you’re going to dedicate any time and brain power on a real CRM strategy in this fresh, new year, here are 4 questions you need to ask yourself. The answers…
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