Jeannie Walters
Jeannie Walters is the CEO and Founder of 360Connext, a global customer experience consulting firm dedicated to creating fewer ruined days for customers- improving loyalty, customer retention, and overall customer experience. wwwView Jeannie Walters's profile on LinkedIn

Mobile innovation is not about your phone!

Mobile innovation is not about your phone!

What if the future of mobile has nothing to do with the phone in your hand?

SXSW Spotlight: The conflict between digital democratization and luxury brands

SXSW Spotlight: The conflict between digital democratization and luxury brands

What's the definition of luxury? That's one of the questions brands are facing as the evolving digital landscape shifts yet again.

SXSW spotlight: Best practices from Nordstrom, REI for mobile retail integration

SXSW spotlight: Best practices from Nordstrom, REI for mobile retail integration

Providing consumers with a rewarding and successful digital experience can be tricky given integration hurdles that come into play.

Retail of the future: Five insights from SXSW Interactive

Retail of the future: Five insights from SXSW Interactive

In the case of retail tech, the biggest question wasn’t around the technology itself, but how to use it.

Three micro-trends of the retail customer experience

Three micro-trends of the retail customer experience

There are several ways the retail customer experience is actually becoming smaller, and it seems to be a good thing for sales and customers.

How to ensure stellar customer engagement for 2015

How to ensure stellar customer engagement for 2015

Getting retail employees to engage with customers is tough. Here are four things you can do to help them succeed.

A customer service robot lands a retail job

A customer service robot lands a retail job

Lowe's is experimenting with customer service robots. What could possibly go wrong?

Five retailers using technology to create remarkable shopping experiences

Five retailers using technology to create remarkable shopping experiences

Customers are willing to pay more for a better experience. Here are five retailers using technology to deliver it to them.

Four considerations for providing the best mobile customer experience

Four considerations for providing the best mobile customer experience

Is it harder to deliver a positive customer experience via mobile platforms? Forty percent of e-commerce executives say yes.

Speed and quality: Must they be mutually exclusive?

Speed and quality: Must they be mutually exclusive?

Speed vs quality: Which is more important to your customers? And what impact does each of them have on the customer experience? Without quality, the experience may as well not exist. It doesn't take long for customers to realize you're not delivering on what was promised.

Micro moments of truth

Micro moments of truth

Customers are shopping the way they want to shop — via mobile, online or in-store — and it’s up to retailers to keep it fresh, keep it current and keep it relevant for these shoppers. In-store design, mobile optimization and...

Moving past the showroom challenge: The beauty of Sephora's customer-centric approach

Moving past the showroom challenge: The beauty of Sephora's customer-centric approach

Many retailers have been spending a lot of time and energy battling showrooming. Instead of understanding the way customers are behaving retailers are fighting it in ways that are focused on anything BUT the customer. Customers have access to more information than ever before, and aren't afraid to use it.

How in-store navigation impacts customer experience

How in-store navigation impacts customer experience

Few phrases conjure up more anxiety than "we're lost." It's difficult for some of us to even remember life before Global Positioning Satellites (GPS) navigation saved us from that feeling many times. We listen as Bertha or Simon or whomever...

What can retail learn from community managers?

What can retail learn from community managers?

A few years ago, the role of community manager as we know it today didn’t exist. Social media was in its infancy, and as brands joined in they started to see the real value in having 24/7 access to their prospects, customers and partners.

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