Customer Experience Blogs
Customer experience management makes for good marketing
by Kimberly Nasief — President, Measure Consumer Perspectives
Customer experience management can be the difference between good marketing and bad marketing. As every business owner knows, a happy customer is the best form…
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Your favorite retail 'store' might just be your pickup locker
by Chris Petersen — Owner, IMS
The growth of ecommerce is literally old news. Pure e-tailers and traditional retailers with online sites are increasingly winning the hearts and wallets of…
read nowAxiom's secret sauce for customer experience in Dubai
by Chris Petersen — Owner, IMS
Last stop on my around the world tour of retail was Dubai in the United Arab Emirates. In a land of perpetual heat, it is easy to understand why consumers…
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RIP customer experience: Seven reasons why customer experience is in danger of dying
by Colin Shaw — Founder & CEO, Beyond Philosophy
I am becoming increasingly concerned that the focus on improving the customer experience is heading the same way as CRM, into failure. I fear this as I am…
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A customer service solution (soul-ution, actually)
by Micah Solomon — president, four aces inc
When I boarded the commuter ferry on Saturday, it seemed unusually crowded. A crew member explained: "We have a capacity crowd — about 2,500 souls — aboard…
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Robo-pricing: The latest pricing game
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
In the July 8, 2012 Financial Times article, "Amazon 'robo-pricing' sparks fear," we get a glimpse at the latest game in pricing. According to the article…
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Big data: Finding an ant in an avalanche
by Jeff Weidauer — Vice President, Marketing & Strategy, Vestcom International, Inc.
Big data. It's the latest answer to our marketing prayers; the "holy grail" that will deliver the ultimate return for our precious marketing spend. Last year…
read nowRetail 'channel surfing' and its implications for sales, customer service and team morale
by Micah Solomon — president, four aces inc
Never forget: Your customers are likely to use the different sales channels you offer in different ways. Some of your customers may buy exclusively over the…
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The Peak-End Rule: A way to improve every customer experience
by William Cusick — President, Customerspectives
The only way you keep a customer, and get her to buy more, is to create a positive perception. And the only way a perception is created is through the customer…
read nowCustomer experience management 101: Identifying channels of communication
by Kimberly Nasief — President, Measure Consumer Perspectives
Customer experience management has changed, thanks to the digital age. Social media has changed the way businesses interact with their customers. No matter the…
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The ten commandments of networking
by Harvey Mackay — Author, Mackay Mitchell
1. I will not assume that the person with the credentials is the person with the power.
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Five ways retail leaders participate in their team's success
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
A couple weeks ago the Daily Retail Quote was, "True leadership comes not from position but from participation and effectiveness." Some of the best leaders…
read nowYou don't need to be a jerk to give bad customer service
by Micah Solomon — president, four aces inc
Great customer service — what I call anticipatory customer service — requires more these days than simply not being a jerk and not hiring jerks. It means…
read nowAround the world in 30 days, 7 retail stops along the way
by Chris Petersen — Owner, IMS
I'm convinced that you don't plan an around the world trip ... they just happen. I get an amazing opportunity to deliver IMS Retail University workshops around…
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'What Would Tommy Do?' The straightforward question that defines the brand strategy at Tommy Bahama
by Annamaria Turano — Executive Director, MCAworks
Defining a brand strategy that is differentiated, sustainable, and successful long-term is critical to retailer success. Tommy Bahama, a lifestyle company that…
read now5 reasons why plugging Best Buy into Target might work
by Chris Petersen — Owner, IMS
As I departed on my around the world journey to teach IMS Retail University, I had ample time to watch people using technology during my lengthy airport…
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Why the Apple Store hires for smiles
by Carmine Gallo — President, GCG
After spending one year researching the Apple Retail Store, I reached the conclusion that the secret sauce to Apple's astonishing success in retail lies in…
read nowWhich retail brands do a good job at pricing?
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
Some days, despite your best intentions, you fumble the ball. Such was the case at the Retail Customer Experience Executive Summit when I was asked "Who [among…
read nowRedefining what "good" is, when the goal line keeps moving
by Chris Petersen — Owner, IMS
Bricks and mortar retailers have to be shaking their heads. Just when they think that they've stemmed the tide on one challenge, the standard moves higher.
read nowHow to save the center of the store
by Jeff Weidauer — Vice President, Marketing & Strategy, Vestcom International, Inc.
The New York Times recently ran a piece exploring the shift in traffic from center store to perimeter in a typical supermarket. While the article was…
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