Consumer Behavior Blogs
ChaChing! Using value pricing to grow sales and profits, part 2
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
In Part 1 of this series, we addressed the concern that value is vague. We did so by recognizing that even though each of us defines value a little…
read nowCha-ching! Using value pricing to grow sales and profits, part 1
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
It's no secret that the quickest, easiest and least expensive way to grow your top line, margins and bottom line is to raise prices. Why, then, are you…
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Ten trends to watch for in 2014
by Doug Stephens — President, Retail Prophet Consulting
2013 was another year of incredible change in the retail industry. From economics and demographics to media and technology, disruption came at retailers from…
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Five predictions for customer experience in 2014
by Mike Wittenstein — Customer Experience and Service Designer, Storyminers
Happy near year! Here are five things that I believe will impact customer experience in the coming months:
read nowThe problem with 'Priced to sell'
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
Priced to Sell, an article that appeared in Bdaily Business News, touts the use of auctions to "achieve maximum value" from sales. According to the author…
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Saying no, thank you, to bad customer relations
by Lisa Biank Fasig — Director, JZMcBride and Associates
Consumers today are accustomed to earning points for their purchases, but coins for being courteous? How Nice.
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Declaring that you are omni-channel does not make it so
by Chris Petersen — Owner, IMS
You have to be living under a rock if you haven't seen the seismic shift in consumer shopping patterns. While US retailer stores did OK on Black Friday…
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Four differences between U.S. and European loyalty programs
by Bryan Pearson — President, LoyaltyOne
My dollar may be worth just 70 cents in Europe, but my loyalty rewards, and lessons, run in the multiples.
read nowPricing tips from the Oracle of Omaha
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
The following quote appeared in an Andrew Frye and Dakin Campbell, February 17, 2011 Bloomberg article "Buffett Says Pricing Power More Important Than Good…
read nowThanksgiving Day and Black Friday both died on Nov 28, 2013
by Chris Petersen — Owner, IMS
Black Friday was notoriously the biggest shopping day of the year in the United States. It was a cultural phenomenon that coerced otherwise sane Americans to…
read nowIs there a strategy for customer loyalty?
by Mike Wittenstein — Customer Experience and Service Designer, Storyminers
We often think of customer loyalty as something that the customer does or is responsible for to the business. But, real loyalty begins when the business is…
read nowShared interests: The rise of collaborative consumption
by Doug Stephens — President, Retail Prophet Consulting
Believe it or not, the average power drill is used for a total of 15 minutes over the course of its lifetime. And that’s not unusual. Our cars, many household…
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The one word you need to know when it comes to holiday returns
by Micah Solomon — president, four aces inc
What’s the right way to handle holiday returns? Cheerfully.
read nowFor beloved brands like Ikea and Amazon, simplicity is in the details
by Bryan Pearson — President, LoyaltyOne
You might not think umlauts, Big Macs and best sellers have a lot in common, but when it comes to brand perception they do. The commonality is simplicity, and…
read nowA retailer's Thanksgiving prayer
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
With Black Friday grabbing more headlines than the Thanksgiving holiday itself, I thought it would be worthwhile examining what a retailer's prayer would…
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Millennials are accepting more lax privacy policies in exchange for rewards
by Jeff Fromm — Executive Vice President, Barkley
Online privacy policies always seem to be a bunch of gibberish. Who actually reads the privacy policy anymore? When given the option to either read pages of…
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Make sure your associates are not practicing survey coercion
by Jim Joseph — President, Lippe Taylor
Last week in my class at NYU we discussed consumer surveys as a market research technique. They are a tried and true approach to getting feedback or getting to…
read nowThe one sentence you should never, ever speak in customer service
by Micah Solomon — president, four aces inc
When a customer contacts you to complain about your service or product, or needs your help in addressing a service-related breakdown — what I refer to as…
read nowIs ShopThis another nail in the coffin of traditional retailers?
by Chris Petersen — Owner, IMS
Before the proliferation of digital media, a primary way of learning about new products was through magazine articles and ads. To remember the cool stuff or…
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How to handle a retail customer complaint in 6 steps
by Bob Phibbs — CEO, The Retail Doctor
Have you ever tried to make a customer complaint but been unable to?
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