Customer Experience Blogs
Moving past the showroom challenge: The beauty of Sephora's customer-centric approach
by Jeannie Walters — Chief Customer Experience Investigator, 360Connext
Many retailers have been spending a lot of time and energy battling showrooming.
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Measurement is necessary, but not sufficient to produce change
by Chris Petersen — Owner, IMS
Every once in a while you need to be "gobsmacked." I think I first used the British slang gobsmacked in a 2010 blog, and I've been waiting for an appropriate…
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Customer loyalty: Woody Allen vs. your local ATM
by Micah Solomon — president, four aces inc
In my years as a customer service consultant, I've yet to hear a customer blurt out anything that sounds like this:
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Best Buy's new look
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
A little over a year ago I had the worst buying experience I’ve ever had at my local Best Buy store. I thought that the two associates in front of me were…
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Netflix uncovers clue to customer preferences
by Bryan Pearson — President, LoyaltyOne
Call it the case of the mysterious movie preferences.
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AT&T retail chief explains 'The Store of the Future'
by Carmine Gallo — President, GCG
As consumers shift many of their purchases online, will physical retail stores even have a reason to exist? That’s the difficult question AT&T retail…
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How to optimize your store for summer
by Gary Edwards — Chief Customer Officer, Emathica
Now that summer is well underway, it’s time for retailers to turn up the heat. After spending prolonged time indoors during the cold weather, customers are…
read nowApple is going to business school
by Chris Petersen — Owner, IMS
There is always a lot of press about Apple. There are Apple stock forecasts, new product predictions and literally hundreds of stories about their stores. But…
read nowLogic vs. emotion in retail pricing
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
My thanks to Paula Jones, Craft and Hobby Assn. Canada, for sending me this January 22, 2013 Forbes article, Postscript On Retail Pricing: Avoiding the "Race…
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Showing your appreciation (or not)
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
As leaders we sometimes do things that, entirely unbeknownst to us, have a negative impact on our staff. One example of that is how we come back into the store…
read nowConsumers don't think in terms of channels. Retailers do.
by Chris Petersen — Owner, IMS
As I prepare to meet with a number of groups and retailers around the world, their No. 1 question is about predicting what must change in retail in order to be…
read nowHow in-store navigation impacts customer experience
by Jeannie Walters — Chief Customer Experience Investigator, 360Connext
Few phrases conjure up more anxiety than "we're lost."
read nowAbercrombie's exclusionary marketing
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
On an apparently slow news day someone resurrected a comment Mike Jeffries, Abercrombie's CEO, made in an interview in 2006 in which he said that Abercrombie…
read nowThe retail customer experience: In banking, pharmacies and other locked-in-customer situations
by Micah Solomon — president, four aces inc
To discuss why the retail customer experience matters, even when your customers are locked into buying from you, we need to back up a step or two: When you’re…
read nowRetail trends in customer experience
by Gary Edwards — Chief Customer Officer, Emathica
With today’s consumers looking for more out of their retail experiences and actively seeking out opportunities to build relationships with the brands that…
read nowWhat ails Carnival?
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
When we think of a carnival we think of fun and good times. Unfortunately that’s not the image that comes to mind for the cruise line's passengers. So what’s…
read nowAt Best Buy, the best customer experiences come from employee buy-in
by Bryan Pearson — President, LoyaltyOne
Ask any consumer about his or her best buying experience, and you’ll hear it did not simply involve a product purchase, but an entire brand encounter. This is…
read nowA case for simplicity in retail
by Chris Petersen — Owner, IMS
Nothing seems simple anymore. It's amazing how complex our lives have become with the technology that was supposed to simplify our lives! As I was trying to…
read nowPricing: Innovation vs. enhancement
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
Innovations premiums are huge. Early adopters often pay 3 to 4 times the price the mass market does. But what about product improvements? Do they carry the…
read nowBusting the myths of specialty retail
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
We achieve what we believe. Sometimes that serves us well, and sometimes that holds us back. Here are some of the myths that create barriers to success in…
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