Customer Experience Blogs
The waiting is the hardest part (for your customers)
by Micah Solomon — president, four aces inc
Timeliness is a critical part of creating a successful customer experience. As a business keynote speaker, I'm often heard calling on company and conference…
read now
How retailers can attract more male customers
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
In RCE podcast #8, Kim Nasief, CEO of Measure CP, and I were asked if there is a way to attract male shoppers to stores. The generally held and widely accepted…
read now
Will same-day shipping make us happier customers?
by William Cusick — President, Customerspectives
Both Amazon and Walmart are vying to be your retailer of choice, and one aspect that we are all apparently about to start demanding is same-day delivery of our…
read now
I have seen the future of retail and his name is Errick
by Jeff Weidauer — Vice President, Marketing & Strategy, Vestcom International, Inc.
Last week I was in California visiting family, but like most of us on "vacation" these days, I was still working in my subconscious. One of my goals while…
read now
Here's why retailers should put up their Christmas displays before Halloween
by Bob Phibbs — CEO, The Retail Doctor
It's that time of the year ... time for the leaves to change, corn mazes to sprout up, pumpkin spice latte demand so strong Starbucks has shortages. And of…
read nowThe high price of being too clever
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
"Any intelligent fool can make things bigger and more complex ... It takes a touch of genius — and a lot of courage to move in the opposite direction." So said…
read now'Sudden' interest in everyday low prices
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
An article by Ely Portillo at CharlotteObserver.com indicates that Lowe's is the latest company to try everyday low prices. This comes on the heels of failed…
read now
Customer experience management makes for good marketing
by Kimberly Nasief — President, Measure Consumer Perspectives
Customer experience management can be the difference between good marketing and bad marketing. As every business owner knows, a happy customer is the best form…
read now
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 nowAxiom's secret sauce for customer experience in Dubai
by Chris Petersen — Owner, IMS
Last stop on my around the world tour of retail was Dubai in the United Arab Emirates. In a land of perpetual heat, it is easy to understand why consumers…
read now
RIP customer experience: Seven reasons why customer experience is in danger of dying
by Colin Shaw — Founder & CEO, Beyond Philosophy
I am becoming increasingly concerned that the focus on improving the customer experience is heading the same way as CRM, into failure. I fear this as I am…
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 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 nowBig 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 nowThe Peak-End Rule: A way to improve every customer experience
by William Cusick — President, Customerspectives
The only way you keep a customer, and get her to buy more, is to create a positive perception. And the only way a perception is created is through the customer…
read nowCustomer 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 now
The ten commandments of networking
by Harvey Mackay — Author, Mackay Mitchell
1. I will not assume that the person with the credentials is the person with the power.
read now
Five ways retail leaders participate in their team's success
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
A couple weeks ago the Daily Retail Quote was, "True leadership comes not from position but from participation and effectiveness." Some of the best leaders…
read nowYou don't need to be a jerk to give bad customer service
by Micah Solomon — president, four aces inc
Great customer service — what I call anticipatory customer service — requires more these days than simply not being a jerk and not hiring jerks. It means…
read nowSubscribe
Get the latest news and resources from Retail Customer Experience.
