Customer Experience Blogs
The dangers of competitive pricing intelligence
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
Many businesses, particularly larger businesses, feel that competitive pricing intelligence is essential to their success. Is that true? Or will their…
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Ford's options when stock revs up workers
by Lisa Biank Fasig — Director, JZMcBride and Associates
As a former shareholder of Ford Motor Co. who benefited handsomely from my two-year investment, I should not be one to criticize the payouts enjoyed by the…
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Loyalty Limelight: Bloomingdale's rewards customers without credit
by Bryan Pearson — President, LoyaltyOne
The program: Bloomingdale's Loyallist Program
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How to spot a winner
by Harvey Mackay — Author, Mackay Mitchell
Vietnam is wars ago on the American landscape. Nobody associates it with winning, yet it offered one of the best and most perceptive stories about winning I've…
read nowIs Walmart losing customer trust?
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
In her Entrepreneur.com article "Seven Ways to Avoid Competing on Price," Carol Tice cites a WSL/Strategic Retail study that shows that "86 percent of…
read nowPrices up, profits down
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
A recent Washington Post/Bloomberg Business article stated that Hormel Foods' fourth quarter 2011 profit slipped 3 percent. Price increases were blamed for…
read nowBuilding loyalty the Hsieh way
by Lisa Biank Fasig — Director, JZMcBride and Associates
Perhaps it has something to do with our general fondness for footwear and do-goodery, because when it comes to delivering a positive image, Zappos.com walks…
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Four customer experience management predictions for 2012
by Kimberly Nasief — President, Measure Consumer Perspectives
Customer experience management is going to undergo some serious changes in the coming months, thanks to mobile technology and social media. And I can make a…
read nowJCPenney: A new, well-reasoned approach to retailing
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
CEO Ron Johnson rolled out a new plan for JCPenney that includes:
read nowLife (and Honda) moves pretty fast
by Lisa Biank Fasig — Director, JZMcBride and Associates
Matthew Broderick gave us a time-out during the Super Bowl, and for a middle-aged, recession-weary public, the timing couldn't have been better.
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Four tips for exceeding your customer's expectations
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
When we exceed a customer's expectation he/she is more likely to make a purchase, become a repeat customer, and tell others about their great experience in our…
read nowLow prices and drug shortages
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
"Essentially all of the drug shortages that occur in the U.S. arise in the generics market, where profitability is fairly low," Greg Conko, of the Competitive…
read nowWhy you should trust your hunches
by Harvey Mackay — Author, Mackay Mitchell
My favorite Peanuts character, Charlie Brown, is on the pitcher's mound psyching himself up: "It's the last of the ninth. The bases are loaded. there are two…
read nowMy rich best friend, Apple
by Lisa Biank Fasig — Director, JZMcBride and Associates
Apple Inc. posted its largest quarterly profit ever on Jan. 24. So good, in fact, that it places the iPhone maker among an elite group populated by very few…
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The one and only question facing Sears
by Doug Stephens — President, Retail Prophet Consulting
Amid the sounds of tearing gift wrap and popping champagne corks, ailing giant Sears Holdings Corp. announced over the holidays its intent to close as many as…
read nowSo you aren't Johnny Depp ...
by Harvey Mackay — Author, Mackay Mitchell
Do you lack the dazzle of Angelina Jolie's lagoon-blue eyes or the regal command of Meryl Streep's screen poise? Come up short on George Clooney's suave or…
read nowWhat are your 2012 retail resolutions?
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
I know how busy you have likely been for the last few weeks, so I've taken the liberty of putting together some potential resolutions for you and your team in…
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Employee turnover: Are you causing it or preventing it?
There are many causes for turnover, but the single biggest reason for turnover in retail stores today is the inability of the sales staff to be successful. But…
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Big boxes going condo is a "material" change
by Mark Murray — Director, The Store Channel
The most noticeable change for mass-market retail in the year ahead will be the introduction of new architectural materials and flooring. As "stores" evolve…
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It's Amazon's world, we're just living in it
by Jeff Weidauer — Vice President, Marketing & Strategy, Vestcom International, Inc.
It doesn't seem like all that many years ago when Amazon.com was touting itself as the "world's biggest bookstore." I remember listening to its radio ads in…
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