Customer Experience Blogs
Choosing the right special effects for your brand's story
by Andrew Sharpe — Retail Strategist, BRANDSPANK
Last month I was in New York City for the National Retail Federation's (NRF) annual "Retail's BIG Show" conference. For those who have never attended this…
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Innovating under the Latin influence
by Arturo Nava — Managing Partner & Co-founder, Marketealo
Innovation is the life blood of any successful business; without it, companies cease to offer brands, products, services and experiences that delight their…
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Why retailers need to keep a laser focus on the customer
by Jeff Weidauer — Vice President, Marketing & Strategy, Vestcom International, Inc.
I spent the first 15 years of my retail career in operations, i.e. working in and ultimately managing stores. Those years gave me invaluable first-hand…
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Experience design can help architects design the retail store of the future
by Mike Wittenstein — Customer Experience and Service Designer, Storyminers
Top retail store design architects have long been creating spaces that are functional for the brand and the customer. With the added element that experience…
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Five requirements for improving employee performance for store growth
by Chris Petersen — Owner, IMS
From the headlines coming out of last month's NRF Big Show, it was difficult to tell if retail stores were "running scared" of e-commerce, or very optimistic…
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The future of retail: Death of a salesman
by Doug Stephens — President, Retail Prophet Consulting
Like most people, at least a half-dozen times a day I consult Google for answers. Some of what I search for is trivial, "bet-settling" sort of stuff but there…
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The 'miserable men of shopping,' via Instagram
by James Bickers — Editor, Networld Alliance
In the early days of my marriage, my wife and I spent a lot of time at local shopping malls. In those pre-children years, shopping was more a leisure activity…
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Five customer service tactics to increase sales
by Shep Hyken — CAO, Shepard Presentations
As you read this, you may think this article could fall under the heading of sales tactics. I respectfully disagree. This is all about customer service, as it…
read nowHow do your CX efforts stack up?
by Mike Wittenstein — Customer Experience and Service Designer, Storyminers
Comparing your track record to others in the world of customer experience is a great way to find areas for improvement and see where you are doing well.
read nowTen trends to watch for in 2014
by Doug Stephens — President, Retail Prophet Consulting
2013 was another year of incredible change in the retail industry. From economics and demographics to media and technology, disruption came at retailers from…
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Your staff inventory and 2014 development goals
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
Hello again and Happy New Year!
read nowFive predictions for customer experience in 2014
by Mike Wittenstein — Customer Experience and Service Designer, Storyminers
Happy near year! Here are five things that I believe will impact customer experience in the coming months:
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The problem with 'Priced to sell'
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
Priced to Sell, an article that appeared in Bdaily Business News, touts the use of auctions to "achieve maximum value" from sales. According to the author…
read nowDeclaring that you are omni-channel does not make it so
by Chris Petersen — Owner, IMS
You have to be living under a rock if you haven't seen the seismic shift in consumer shopping patterns. While US retailer stores did OK on Black Friday…
read nowWhy Amazon is droning on about new delivery methods
by Doug Stephens — President, Retail Prophet Consulting
Analysts and consumers alike are becoming increasingly accustomed to Amazon's announcements of bold and daring new projects. Most recently it was the Jeff…
read nowPricing tips from the Oracle of Omaha
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
The following quote appeared in an Andrew Frye and Dakin Campbell, February 17, 2011 Bloomberg article "Buffett Says Pricing Power More Important Than Good…
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How to win with holiday shoppers, in-store and online
by Gary Edwards — Chief Customer Officer, Emathica
Fourth-quarter retail sales can make or break a brand, since anywhere from one-third to seventy percent of annual retail sales occur between Thanksgiving and…
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The one word you need to know when it comes to holiday returns
by Micah Solomon — president, four aces inc
What’s the right way to handle holiday returns? Cheerfully.
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For beloved brands like Ikea and Amazon, simplicity is in the details
by Bryan Pearson — President, LoyaltyOne
You might not think umlauts, Big Macs and best sellers have a lot in common, but when it comes to brand perception they do. The commonality is simplicity, and…
read nowA retailer's Thanksgiving prayer
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
With Black Friday grabbing more headlines than the Thanksgiving holiday itself, I thought it would be worthwhile examining what a retailer's prayer would…
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