Customer Experience Blogs
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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Why Amazon is droning on about new delivery methods
by Doug Stephens — President, Retail Prophet Consulting
Analysts and consumers alike are becoming increasingly accustomed to Amazon's announcements of bold and daring new projects. Most recently it was the Jeff…
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Pricing 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…
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How to win with holiday shoppers, in-store and online
by Gary Edwards — Chief Customer Officer, Emathica
Fourth-quarter retail sales can make or break a brand, since anywhere from one-third to seventy percent of annual retail sales occur between Thanksgiving and…
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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.
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For 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…
read nowThree tips to improve local retail customer experiences during the holidays
by Gary Edwards — Chief Customer Officer, Emathica
It's that time of year again. The holiday retail shopping season is upon us and scores of consumers are headed to your brick-and-mortar stores in search of…
read nowFocus! But on what?
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
Many of the most successful people I know attribute a great deal of their success to their ability to focus their time, effort and energy. The question is, how…
read nowEbay: The other e-commerce giant that is reinventing retail
by Chris Petersen — Owner, IMS
Why do today's most innovative retailers seem to start with a vowel?
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How to survive your first holiday season as a retail manager
by Bob Phibbs — CEO, The Retail Doctor
When I was in college, I worked nights and weekends in a department store. I was there for the the guys shopping on Christmas Eve and for the after-holiday…
read nowTransforming your customers' necessary errands into something they want to do
by Micah Solomon — president, four aces inc
In anticipation of a recent overseas retail banking event where I was keynote speaker, I had the pleasure of interviewing Umpqua Bank Regional VP Michele…
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Selling what's in stock. Or not.
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
A salesperson recently asked me if selling only what's in stock is good service. When I asked for details, she elaborated.
read nowMarket share, pricing and profitability 'strategies'
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
A September 11, 2013 Reuters article, "iPhone 5c: Apple picks profit over market share yet again," provides an opportunity to make a distinction between market…
read nowMyLowe's smartphone app a DIY tool for loyalty
by Bryan Pearson — President, LoyaltyOne
Call it a tool of engagement. The MyLowe’s smartphone app is making relationship-building a DIY project.
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 nowHow 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?
read nowFive ways you are losing retail customers
by Gary Edwards — Chief Customer Officer, Emathica
Customer loyalty is the backbone of every successful retail business. Although it is important to attract new customers, the real gauge of the brand's health…
read nowWhen does personalization become an invasion of privacy?
by Chris Petersen — Owner, IMS
Without realizing it, you are creating a digital trail of your behaviors with every click and tap that you make. E-commerce has been using our cookies to track…
read nowTransparency as a service requires role of the consumer
by Bryan Pearson — President, LoyaltyOne
If "transparency as a service" is the new buzz term in marketing, we should remember there is such a thing as bad service.
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