Customer Experience Blogs
A week later, we're still thinking about Steve
by Jeff Weidauer — Vice President, Marketing & Strategy, Vestcom International, Inc.
It's been a week since the world lost Steve Jobs. That sounds like a typical, dramatic and overblown statement from the media, but this is the rare case in…
read now
Is the age of 'more' and 'faster' replacing 'the customer is king'?
I admit it. I am a lot older physically than I think I am mentally. As Dr. Evil said so eloquently to his newfound son in the Austin Powers movie, "I'm hip."
read now
Do you need a chief customer officer?
by Jeanne Bliss — Founder, CustomerBliss
CEOs no longer need to be convinced of the importance of developing relationships with profitable customers and keeping them around. What they need now is…
read now
How to cultivate long-term loyalty
by Peggy Carlaw — VP, Impact Learning Systems
I used to go to the same Chinese Restaurant weekly growing up. My family celebrated birthdays, graduations, and other fun celebrations at this restaurant.
read now
Access does not equal value
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
A professional recently told me that he'd merged his firm with a larger firm. Then he went on to say that he'd sent his clients a letter stating that the fees…
read now
A lesson in customer service
by Jim Joseph — President, Lippe Taylor
I just got a text the other day that many of us hope never happens: the guy who has cut my hair for years is leaving the salon. Oh no!
read now
Lessons learned from Apple: Great customer experiences learn continuously
by Mike Wittenstein — Customer Experience and Service Designer, Storyminers
Any brand that becomes good does so, in part, because it knows how to learn. Any brand that becomes great has developed the ability to keep on learning. Apple…
read now
Retail readies for advent of tight pockets at Christmas
by Laurel Tielis — Author and Professional Speaker, Laurel Tielis & Associates
It's not a fashion statement, but an economic one. According to a survey commissioned by the London-based global news agency Reuters, American shoppers will…
read now
Netflix to split into two separate companies. Wait, what?
by James Bickers — Editor, Networld Alliance
I awoke this morning to a friendly, "personal" email from Reed Hastings, the co-founder and CEO of Netflix. "I messed up. I owe you an explanation," he says…
read nowThe perils of dynamic pricing: Lessons learned from the airline industry
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
I was just introduced as a pricing guy to an airline consultant when he said "Our dynamic pricing model is working very well." What is dynamic pricing?
read now
The income gap: The growing chasm between server and served
by Doug Stephens — President, Retail Prophet Consulting
Review any retail sales training program written in the past 50 years and you'll likely encounter multiple references to the word "rapport." Rapport, or the…
read nowRetail experts share their big idea in one minute
by Mike Wittenstein — Customer Experience and Service Designer, Storyminers
At the 2011 Retail Customer Experience Executive Summit held in Minneapolis on August 8-10, 2011, I worked with some of the world’s best customer experience…
read nowSocially responsible retailing from Walmart and Patagonia
by Laurel Tielis — Author and Professional Speaker, Laurel Tielis & Associates
Patagonia has long had the reputation of being a socially responsible company. Walmart not so much. But this week, I think they're telling a similar story.
read now
Why adding on may be costing you sales
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
Most specialty retailers whose staff is sales-focused emphasize add-ons. When done well, this approach can slightly increase a store's average sale, but I…
read now
The retail generation gap is killing premium brands
by Bob Phibbs — CEO, The Retail Doctor
As the keynote speaker last month at the Retail Customer Executive Summit, I focused on the humanity needed in retail. That's because, just like at the NRF…
read now
Why The Fresh Market is more fresh than Whole Foods
by Annamaria Turano — Executive Director, MCAworks
Founded in 1982, The Fresh Market, Inc. is a specialty grocery retailer focused on providing high-quality products in a unique and inviting atmosphere with a…
read nowWhen is a reward NOT a reward? A lesson from Panera Bread.
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
In my previous post, "Buying customer loyalty," I railed against reward programs. One restaurant chain, Panera Bread, has proven my point via the type of…
read nowThe twenty-four hour WOW
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
Former American Idol judge Simon Cowell often commented that even though a contestant's performance was good, and sometimes even quite good, nobody will…
read nowJohn Hodgman on how to save bookstores
by James Bickers — Editor, Networld Alliance
Comedian John Hodgman – one of the funniest people on the planet, if you ask me – was on The Daily Show the other night, discussing the demise of bookstores…
read nowPerception is reality: Why Wal-Mart needs to show shoppers the money
by Annamaria Turano — Executive Director, MCAworks
Yesterday's Wall Street Journal highlights that Wal-Mart's "aura of price leadership" has experienced a downturn since the recession, according to surveys by…
read nowSubscribe
Get the latest news and resources from Retail Customer Experience.
