Consumer Behavior Blogs
Logic vs. emotion in retail pricing
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
My thanks to Paula Jones, Craft and Hobby Assn. Canada, for sending me this January 22, 2013 Forbes article, Postscript On Retail Pricing: Avoiding the "Race…
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Consumers don't think in terms of channels. Retailers do.
by Chris Petersen — Owner, IMS
As I prepare to meet with a number of groups and retailers around the world, their No. 1 question is about predicting what must change in retail in order to be…
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Loyalty, rewards and the test of time
by Bryan Pearson — President, LoyaltyOne
When it comes to measuring their program effectiveness, loyalty marketers tend to rely on what I like to call the big EAR: earnings, activation and redemption…
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How in-store navigation impacts customer experience
by Jeannie Walters — Chief Customer Experience Investigator, 360Connext
Few phrases conjure up more anxiety than "we're lost."
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The problem with mobile advertising isn't mobile. It's advertising.
by Doug Stephens — President, Retail Prophet Consulting
In a recent article for Adweek David Gianatasio asked the question, “Why Does Mobile Advertising Stink?” And it’s a great question, because it really does. And…
read nowAbercrombie's exclusionary marketing
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
On an apparently slow news day someone resurrected a comment Mike Jeffries, Abercrombie's CEO, made in an interview in 2006 in which he said that Abercrombie…
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The retail customer experience: In banking, pharmacies and other locked-in-customer situations
by Micah Solomon — president, four aces inc
To discuss why the retail customer experience matters, even when your customers are locked into buying from you, we need to back up a step or two: When you’re…
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Retail trends in customer experience
by Gary Edwards — Chief Customer Officer, Emathica
With today’s consumers looking for more out of their retail experiences and actively seeking out opportunities to build relationships with the brands that…
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The problem with big data
by Jeff Weidauer — Vice President, Marketing & Strategy, Vestcom International, Inc.
What are you doing about big data? That is a question making the rounds with retailers today. Or turned around it’s, “What am I supposed to do about big data?…
read nowWhat ails Carnival?
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
When we think of a carnival we think of fun and good times. Unfortunately that’s not the image that comes to mind for the cruise line's passengers. So what’s…
read nowAt Best Buy, the best customer experiences come from employee buy-in
by Bryan Pearson — President, LoyaltyOne
Ask any consumer about his or her best buying experience, and you’ll hear it did not simply involve a product purchase, but an entire brand encounter. This is…
read nowA case for simplicity in retail
by Chris Petersen — Owner, IMS
Nothing seems simple anymore. It's amazing how complex our lives have become with the technology that was supposed to simplify our lives! As I was trying to…
read nowHow to build an expert customer service problem resolution approach
by Micah Solomon — president, four aces inc
An expert approach to customer service requires a well-defined process for problem resolution. Let’s look at how to start setting up such a process.
read nowPricing: Innovation vs. enhancement
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
Innovations premiums are huge. Early adopters often pay 3 to 4 times the price the mass market does. But what about product improvements? Do they carry the…
read nowWhat can retail learn from community managers?
by Jeannie Walters — Chief Customer Experience Investigator, 360Connext
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…
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Why you need to 'multiculturize' your brand
by Arturo Nava — Managing Partner & Co-founder, Marketealo
There is a huge emerging Latino wave “Multiculturizing” America that will also change the mainstream market in the U.S. Latinos represent a massive $1.…
read nowIt's 10:00 oclock. Do you know where your profits are?
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
When I began my consulting practice 24 years ago I’d go into companies and ask “What’s making money?” Most of the owners/CEOs would shrug, indicating that they…
read nowMarketing faux pas
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
Eric Spitznagel, in his SFGate article Memorable marketing flip-flops, highlights the errors of some well-known, well-respected brands.
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Lululemon can avoid sheer 'Luonacy'
by Lisa Biank Fasig — Director, JZMcBride and Associates
You'd think a yoga outfitter would afford its customers a little more flexibility.
read nowThis is the most popular customer service question ever
by Micah Solomon — president, four aces inc
“How should I compensate a customer for a service or product failure?”
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