Consumer Behavior Blogs
Your favorite retail 'store' might just be your pickup locker
by Chris Petersen — Owner, IMS
The growth of ecommerce is literally old news. Pure e-tailers and traditional retailers with online sites are increasingly winning the hearts and wallets of…
read now
Like ketchup, but sweeter! The customer experience and customer taste
by Micah Solomon — president, four aces inc
My son and I were eating barbecue together recently. The restaurant in question is one of those excruciatingly cheerful, homogenized theme restaurants. Not my…
read now
Who is the master of your company's destiny?
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
Who's controlling your business's destiny? Here are some simple questions to assess how much control you have over your business.
read nowA customer service solution (soul-ution, actually)
by Micah Solomon — president, four aces inc
When I boarded the commuter ferry on Saturday, it seemed unusually crowded. A crew member explained: "We have a capacity crowd — about 2,500 souls — aboard…
read now
The iPhone 5: Our best bet for clipping and saving trust?
by Bryan Pearson — President, LoyaltyOne
Of the many features the newly released iPhone 5 can offer, one of the most compelling for the consumer is this: It eliminates the clip-and-save.
read now
Holiday sales predicted to increase
by Annamaria Turano — Executive Director, MCAworks
Deloitte recently shared their forecast that holiday sales are expected to increase between 3.5 percent and 4 percent as the economy and the presidential…
read nowRobo-pricing: The latest pricing game
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
In the July 8, 2012 Financial Times article, "Amazon 'robo-pricing' sparks fear," we get a glimpse at the latest game in pricing. According to the article…
read now
Big data: Finding an ant in an avalanche
by Jeff Weidauer — Vice President, Marketing & Strategy, Vestcom International, Inc.
Big data. It's the latest answer to our marketing prayers; the "holy grail" that will deliver the ultimate return for our precious marketing spend. Last year…
read nowRetail 'channel surfing' and its implications for sales, customer service and team morale
by Micah Solomon — president, four aces inc
Never forget: Your customers are likely to use the different sales channels you offer in different ways. Some of your customers may buy exclusively over the…
read now
Customer experience management 101: Identifying channels of communication
by Kimberly Nasief — President, Measure Consumer Perspectives
Customer experience management has changed, thanks to the digital age. Social media has changed the way businesses interact with their customers. No matter the…
read nowIgnorance is expensive
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
A construction company complained that while revenues were up over 40%, their profits hadn't grown much at all. When asked who their ideal customer is, they…
read nowWhy Costco discounts postage stamps ... and why it matters
by Micah Solomon — president, four aces inc
A good equation for value is as follows: Value = Personal Benefit minus Cost and Inconvenience. But the "personal benefit" variable can easily override the…
read nowFed policy hinders home sales
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
The Federal Reserve governors' decisions to keep mortgage rates artificially low are hindering new home sales. Sound crazy? Isn't it true that lower interest…
read nowHow to increase demand, counter-intuitively
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
A July 30, 2012 Reuters report stating that "Two of the country's major airlines, Kingfisher and state-owned Air India, are reducing capacity, which helped…
read nowJCP spurring Macy's profitability?
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
In his August 8, 2012 New York Post article, "Macy's profit climbs 16%," James Covert states "[Macy's] Profit rose 16% as the New York-based retailer continued…
read nowWhich retail brands do a good job at pricing?
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
Some days, despite your best intentions, you fumble the ball. Such was the case at the Retail Customer Experience Executive Summit when I was asked "Who [among…
read now
The most common mistake made during a customer experience change, and how to overcome it
by Colin Shaw — Founder & CEO, Beyond Philosophy
I was once called into see a new client who had a problem they wanted to discuss: "We undertook research about 18 months ago on how we could improve our…
read nowEverything that's wrong with retail summed up in one question
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
During my presentation last week at the Retail Customer Experience Executive Summit, a question was asked that sums up everything that's wrong with retail…
read now
How to get your customers to picture regret
by Bob Phibbs — CEO, The Retail Doctor
I was speaking at the Sturbridge Inn & Convention Center recently and had to print something at the business center. A guy was on the one computer checking…
read nowJCPenney: Not a pricing failure
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
There's a lot of talk about JCP's failed pricing strategy, but is it really the pricing that's off?
read nowSubscribe
Get the latest news and resources from Retail Customer Experience.
