Customer Experience Blogs
Speed and quality: Must they be mutually exclusive?
by Jeannie Walters — Chief Customer Experience Investigator, 360Connext
Speed vs quality: Which is more important to your customers? And what impact does each of them have on the customer experience?
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What are you looking for: The cure or the story?
by Chris Petersen — Owner, IMS
Seth Godin is one of the most prolific writers and users of social media on this planet. He also writes very catchy headlines, like this one that caught my…
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Customer service goal: We don't want you to come back
by Shep Hyken — CAO, Shepard Presentations
Do you ever get the feeling that some business' customer service goal is the keep the customer from coming back?
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Millennial marketing lessons from Jimmy Fallon
by Jeff Fromm — Executive Vice President, Barkley
How do you rebrand a company and increase its reach to the Millennial demographic? Easy — hire Jimmy Fallon. Jimmy Fallon took over NBC's The Tonight Show in…
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Three big-picture ideas for introducing new customer experience technology
by Adam Toporek
One of the things I love about blogging, besides its conversational tone, is the ability to swap back and forth between the macro and the micro, between the…
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How Chevy wins at storytelling
by Jim Joseph — President, Lippe Taylor
For years now, those of us in marketing have been talking about storytelling ... wrapping your brand message into a compelling consumer story that will draw…
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How and why price discounts impact customer experience
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
What are the odds that discounting your price is going to lead to a positive customer experience? It'll be interesting to see whether your reactions to the…
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Choosing the right special effects for your brand's story
by Andrew Sharpe — Retail Strategist, BRANDSPANK
Last month I was in New York City for the National Retail Federation's (NRF) annual "Retail's BIG Show" conference. For those who have never attended this…
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Innovating under the Latin influence
by Arturo Nava — Managing Partner & Co-founder, Marketealo
Innovation is the life blood of any successful business; without it, companies cease to offer brands, products, services and experiences that delight their…
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Why retailers need to keep a laser focus on the customer
by Jeff Weidauer — Vice President, Marketing & Strategy, Vestcom International, Inc.
I spent the first 15 years of my retail career in operations, i.e. working in and ultimately managing stores. Those years gave me invaluable first-hand…
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Experience design can help architects design the retail store of the future
by Mike Wittenstein — Customer Experience and Service Designer, Storyminers
Top retail store design architects have long been creating spaces that are functional for the brand and the customer. With the added element that experience…
read nowFive requirements for improving employee performance for store growth
by Chris Petersen — Owner, IMS
From the headlines coming out of last month's NRF Big Show, it was difficult to tell if retail stores were "running scared" of e-commerce, or very optimistic…
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The future of retail: Death of a salesman
by Doug Stephens — President, Retail Prophet Consulting
Like most people, at least a half-dozen times a day I consult Google for answers. Some of what I search for is trivial, "bet-settling" sort of stuff but there…
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The 'miserable men of shopping,' via Instagram
by James Bickers — Editor, Networld Alliance
In the early days of my marriage, my wife and I spent a lot of time at local shopping malls. In those pre-children years, shopping was more a leisure activity…
read nowFive customer service tactics to increase sales
by Shep Hyken — CAO, Shepard Presentations
As you read this, you may think this article could fall under the heading of sales tactics. I respectfully disagree. This is all about customer service, as it…
read nowHow do your CX efforts stack up?
by Mike Wittenstein — Customer Experience and Service Designer, Storyminers
Comparing your track record to others in the world of customer experience is a great way to find areas for improvement and see where you are doing well.
read nowTen 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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Your staff inventory and 2014 development goals
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
Hello again and Happy New Year!
read nowFive 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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