Customer Experience Blogs
Five tips for ruining a customer's experience
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
On a recent shopping trip to the local mall, it seems like everywhere I went some small but annoying thing happened that negatively affected my experience.
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Scarcity mentality: Boon or bane?
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
Actually it could be either, depending upon where it exists.
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A Bulldog in Ferragamo
by Lisa Biank Fasig — Director, JZMcBride and Associates
Luxury retail chain Saks Fifth Avenue held its annual meeting June 1 and at the gathering – just as in every annual meeting since 2002 – it included a…
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The Retail Defense Team: Protecting stores from customers in a mall near you
Lease Line Deputies. Perhaps you've seen them. Perhaps you've had one working in your store. They're found in most retail malls, standing in front of their…
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Wowing Customers Doesnt Come With A Groupon
by Bob Phibbs — CEO, The Retail Doctor
I was reading a blog about using Groupon for a restaurant and a posted comment stood out, "... the key is adding value, so that when they use their Groupon at…
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Guy Kawasaki on enchantment in retail
by Doug Stephens — President, Retail Prophet Consulting
I caught up with author, speaker and investor Guy Kawasaki to discuss his new book Enchantment: The Art of Changing Hearts, Minds and Actions. Specifically, I…
read nowHeritage vs. innovations vs. relevance
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
In an interview published a few years ago in Fortune magazine, Disney CEO Bob Iger was asked if Disney's lessening emphasis on animation was diminishing the…
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How social media is changing conferences
by Jim Joseph — President, Lippe Taylor
Last week I went to two industry conferences (OTC Perspectives and PRSA Counselors Academy) and an awards show (Sabre Awards) — it was a big networking week.…
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How 'karma credit' can build a business
by Laurel Tielis — Author and Professional Speaker, Laurel Tielis & Associates
While charity may begin at home, you build business by bringing it into your store. What goes around truly does come around. Take care of other people, and…
read nowPolitics, religion and sex
I admit it right here in the first paragraph. I am not really going to talk about sex. Too easy, a lob shot. So in this year of presidential hopefuls popping…
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If nobody complains, is everything okay?
by Mike Wittenstein — Customer Experience and Service Designer, Storyminers
Heck no!
read nowWhat recent events in Japan will mean for luxury brands
by Bob Phibbs — CEO, The Retail Doctor
Before the news about Bin Laden, people were talking a lot about the effects from the tragic events in Japan. Of course there is a human side which we are all…
read nowWalmart To Go Will it Stay?
by Lisa Biank Fasig — Director, JZMcBride and Associates
For all of those consumers who would never go to Walmart, the hyperchain has found a way to come to you.The world's largest retailer is testing a home-delivery…
read nowSocial Vending from Pepsi
by Jim Joseph — President, Lippe Taylor
My friend Stan Phelps turned me onto this little marketing innovation from Pepsi. It's actually pretty cool -- they've reinvented the vending machine and…
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5 Questions Companies Must Tackle To Attract & Retain Customers (Part 1)
by Jeanne Bliss — Founder, CustomerBliss
The best leaders in my life asked more questions than they gave answers. Too often we jump to prescribing. We feel we know what customers want. We believe we…
read nowPricing patterns are predictable. Use them to your advantage.
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
It's fascinating how predictable pricing is, especially during changing economic times. During economic downturns the vast majority of companies discount…
read nowFailing forward
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
A while ago a colleague and I worked together on what we both believed was a great opportunity. After a lot of hard work, especially on my colleague's part…
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Are your stores connecting with today's connected Moms?
by Lynn Switanowski — President, Creative Business Consulting Group
With Mother's Day just around the corner, we can't help but think about all the wonderful moms out there who are customers in our favorite retail stores. For…
read nowGetting customers in your store ... by putting them in the window
by Laurel Tielis — Author and Professional Speaker, Laurel Tielis & Associates
If you've been looking for an easy and inexpensive way to bring in more business, check this out. Taking advantage of people's propensity to sit — at their…
read nowAt Retail: Looking Good, Buying More
by Laurel Tielis — Author and Professional Speaker, Laurel Tielis & Associates
Oscar Wilde phrased it beautifully in "The Picture of Dorian Gray." He wrote, "It is only shallow people who do not judge by appearances." Right or wrong, most…
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