William Cusick
Bill Cusick is founder of Customerspectives, a customer/prospect experience firm, and author of "All Customers Are Irrational" (AMACOM). He has helped Fortune 500 companies, as well as small and midsize companies, to improve profitability through better experience and communications. www

Will same-day shipping make us happier customers?

Will same-day shipping make us happier customers?

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 purchases. But is that really what we all want? Amazon started testing their "Local Express Delivery" a few weeks ago in several larger markets like Philadelphia and Minneapolis.

The Peak-End Rule: A way to improve every customer experience

The Peak-End Rule: A way to improve every customer experience

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 experience — the communications, interactions, and other exposures.

Hey, Retailers: Who's Got The Monkey?

Hey, Retailers: Who's Got The Monkey?

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 Monkey?" The piece described a scenario wherein employees walk into a manager's office, lay...

New Orleans - The Ultimate Customer Experience?

New Orleans - The Ultimate Customer Experience?

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 some sleep. Retailers everywhere - from the...

Are frontline processes ruining your customer experience?

Are frontline processes ruining your customer experience?

Without processes, it’s tough to run a business. Things fall through the cracks.

The 4 keys to a successful customer strategy in 2010

The 4 keys to a successful customer strategy in 2010

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 will determine if you’re going to be successful, or just spinning your wheels:1.

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