Customer Experience Blogs
Penetration pricing: Good strategy or self-inflicted wound?
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
Penetration pricing is a strategy in which a company offers lower prices to garner market share. Is this a viable strategy? If so, when will it work?To answer…
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Dont Discount the Effects of Snow
by Lisa Biank Fasig — Director, JZMcBride and Associates
Much of the country is buried under snow banks. America's retailers, meanwhile, are trying to dig out from a pile of inventory.
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Retail At Risk From Technology
by Bob Phibbs — CEO, The Retail Doctor
We need to address the real concerns facing retail instead of looking to technology for a quick fix. This Manifesto can spur you to change the way your retail…
read nowHow Much is that Downy in the Window?
by Lisa Biank Fasig — Director, JZMcBride and Associates
Heard the one about the fabric softener and the sleepwalker? The punch line takes place in a department store.
read nowTriggering An Avalanche
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
Will social media marketing...
read nowPrice: An Economic Indicator?
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
Can pricing...
read nowEducating the Buyer
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
If you want leverage in a sales call...
read nowFurther Evidence...
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
...that low-price strategies have a finite life.
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Unbendable Customer Experience Rule #4
by Mike Wittenstein — Customer Experience and Service Designer, Storyminers
Bad customer experiences get the attention. Good ones get the profit.
read nowAttention is Good, Isn't it?
by Mike Wittenstein — Customer Experience and Service Designer, Storyminers
The wrong kind of attention doesn't help retailers one bit when it comes to customer experience and word-of-mouth.
read nowIn Every Sale
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
Someone is training...
read nowUnbendable Customer Experience Rule #3
by Mike Wittenstein — Customer Experience and Service Designer, Storyminers
Never let your business processes dictate your customer's experience. More>>
read now2011 -- The Year of Retail Redesign
by Mike Wittenstein — Customer Experience and Service Designer, Storyminers
2011 will be the year of retail redesign. There are three reasons why this is true. The winners will be the stores that focus on value creation and do so by…
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Why Your Incentive Plan Might Be Killing Sales
by Doug Stephens — President, Retail Prophet Consulting
New research into human motivation may hold some surprises for companies who have long held to the "carrot and stick" approach to incentives. The truth is…
read nowUnexpected Consequences
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
I must admit I never saw this one coming.
read nowService with a Capital You
by Lisa Biank Fasig — Director, JZMcBride and Associates
It always bugged me that almost every specialty store displays its small-sized clothes on the top rack, where small people cannot easily reach them, while the…
read nowCustomers Only Care About Price
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
Conventional wisdom or...
read nowReflecting on Virtual Success
by Lisa Biank Fasig — Director, JZMcBride and Associates
Macy’s has installed an interesting feature at its flagship store in Manhattan – a 72-inch digital “mirror” that enables customers to virtually try on all…
read nowHow To Politely Say, "You Suck" to a Retailer
by Bob Phibbs — CEO, The Retail Doctor
When you don't get a word from an employee at a store, call them on it with this simple tool to improve their customer service.
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