Customer Experience Blogs
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…
read now
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…
read now
What 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 now
At 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 now
A 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 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 now
Busting the myths of specialty retail
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
We achieve what we believe. Sometimes that serves us well, and sometimes that holds us back. Here are some of the myths that create barriers to success in…
read now
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 now
Why retail labor cuts are short-sighted
by Jeff Weidauer — Vice President, Marketing & Strategy, Vestcom International, Inc.
The supermarket industry is notoriously frugal. Rarely is an article written in the mainstream media that doesn’t mention the razor-thin margins retailers…
read nowCan 'digital associates' create a personal experience online?
by Chris Petersen — Owner, IMS
In my last blog, we discussed a major difference between e-commerce and retail stores. Online retail is very effective and efficient IF you know WHAT you want…
read nowHow one three-letter word can create a personal buying experience
by Chris Petersen — Owner, IMS
Much has been written and continues to be written about the battle between online e-commerce and retail stores. If it is only about lowest price, game over.
read nowWalmart's secret sauce: How the largest survives and thrives
by Chris Petersen — Owner, IMS
Amazon and omni-channel are sexy topics that grab a lot of retail press. But at the end of the day, Walmart is the largest retailer on the planet, and the…
read nowPositioning and pricing
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
Pricing goes well beyond merely establishing a price. Indeed, there are some industries in which there’s little, if any, ability to adjust price. The health…
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?”
read nowLearning from Oprah's roller coaster ride
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
Tanya Young Williams offers great insights into Oprah Winfrey’s recovery after a near disastrous start of OWN (Oprah Winfrey Network). Whether they’re accurate…
read nowThe five ways retailers can beat showrooming
by Chris Petersen — Owner, IMS
The term "showrooming" is the new buzzword in the dictionary of retail. It refers to the act of consumers literally shopping on their smartphones while in the…
read now
How Walmart gets marketing right
by Jeff Fromm — Executive Vice President, Barkley
I believe that one of the reasons that Walmart has been so successful is its ability to think creatively about marketing. A case in point: Walmart recently…
read nowHow to apologize to customers without alienating employees
by Micah Solomon — president, four aces inc
In customer service, the key to an effective apology is to convey to the customer at the outset that you’re willing to take his side and share his viewpoint.
read nowFive fundamentals required for 'ME-tailing' success
by Chris Petersen — Owner, IMS
It's the "Age of the Consumer." That's not news. The lead articles on retail are chocked full of stories about how consumers are now empowered through their…
read nowSubscribe
Get the latest news and resources from Retail Customer Experience.
