Customer Experience Blogs
Why you need to 'multiculturize' your brand
by Arturo Nava — Managing Partner & Co-founder, Marketealo
There is a huge emerging Latino wave “Multiculturizing” America that will also change the mainstream market in the U.S. Latinos represent a massive $1.…
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It's 10:00 oclock. Do you know where your profits are?
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
When I began my consulting practice 24 years ago I’d go into companies and ask “What’s making money?” Most of the owners/CEOs would shrug, indicating that they…
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Why retail labor cuts are short-sighted
by Jeff Weidauer — Vice President, Marketing & Strategy, Vestcom International, Inc.
The supermarket industry is notoriously frugal. Rarely is an article written in the mainstream media that doesn’t mention the razor-thin margins retailers…
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Can 'digital associates' create a personal experience online?
by Chris Petersen — Owner, IMS
In my last blog, we discussed a major difference between e-commerce and retail stores. Online retail is very effective and efficient IF you know WHAT you want…
read nowHow one three-letter word can create a personal buying experience
by Chris Petersen — Owner, IMS
Much has been written and continues to be written about the battle between online e-commerce and retail stores. If it is only about lowest price, game over.
read nowWalmart's secret sauce: How the largest survives and thrives
by Chris Petersen — Owner, IMS
Amazon and omni-channel are sexy topics that grab a lot of retail press. But at the end of the day, Walmart is the largest retailer on the planet, and the…
read nowPositioning and pricing
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
Pricing goes well beyond merely establishing a price. Indeed, there are some industries in which there’s little, if any, ability to adjust price. The health…
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This is the most popular customer service question ever
by Micah Solomon — president, four aces inc
“How should I compensate a customer for a service or product failure?”
read nowLearning from Oprah's roller coaster ride
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
Tanya Young Williams offers great insights into Oprah Winfrey’s recovery after a near disastrous start of OWN (Oprah Winfrey Network). Whether they’re accurate…
read nowThe five ways retailers can beat showrooming
by Chris Petersen — Owner, IMS
The term "showrooming" is the new buzzword in the dictionary of retail. It refers to the act of consumers literally shopping on their smartphones while in the…
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How Walmart gets marketing right
by Jeff Fromm — Executive Vice President, Barkley
I believe that one of the reasons that Walmart has been so successful is its ability to think creatively about marketing. A case in point: Walmart recently…
read nowHow to apologize to customers without alienating employees
by Micah Solomon — president, four aces inc
In customer service, the key to an effective apology is to convey to the customer at the outset that you’re willing to take his side and share his viewpoint.
read nowFive fundamentals required for 'ME-tailing' success
by Chris Petersen — Owner, IMS
It's the "Age of the Consumer." That's not news. The lead articles on retail are chocked full of stories about how consumers are now empowered through their…
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GameStop is safe (for now): PlayStation 4 won't block used games
by James Bickers — Editor, Networld Alliance
The multi-billion-dollar video game industry is currently between generations — that is, most of the major hardware manufacturers haven't put out a new machine…
read nowRetail survival will require both consumer and product centricity
by Chris Petersen — Owner, IMS
The term "consumer-centric" has been bandied about in retail a lot recently. What does it really mean to be a consumer centric retailer? Obviously, it means to…
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Do your customers say they love you?
by Jeanne Bliss — Founder, CustomerBliss
Are customers saying they love you? At yelp, epinions, Twitter and hundreds of websites every day, customers who are treated well are not bashful about…
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Bank of America's CEO: Brave or naive?
by Colin Shaw — Founder & CEO, Beyond Philosophy
I have seen so many proclamations like the one Brian Moynihan, CEO of Bank of America sent to his 270,000 employees recently stating they needed to improve…
read nowCustomer service will transform your business ... starting today
by Micah Solomon — president, four aces inc
Customer service–exceptional, consistent, customer-centered service–can transform your business more quickly than nearly any other advantage.
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The future of the retail store
by Doug Stephens — President, Retail Prophet Consulting
Retail is dead! At least, that’s how Marc Andreessen sees it. The entrepreneur and tech investor was recently quoted saying that all physical retail stores…
read nowStage, actors, script: Great theater and retail
by Chris Petersen — Owner, IMS
One only needs to peruse the retail headlines to see the wide ranging discussion on the importance of customer experience in retail. In IMS Retail University…
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