Customer Experience Blogs
Four customer experience management predictions for 2012
by Kimberly Nasief — President, Measure Consumer Perspectives
Customer experience management is going to undergo some serious changes in the coming months, thanks to mobile technology and social media. And I can make a…
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JCPenney: A new, well-reasoned approach to retailing
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
CEO Ron Johnson rolled out a new plan for JCPenney that includes:
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Life (and Honda) moves pretty fast
by Lisa Biank Fasig — Director, JZMcBride and Associates
Matthew Broderick gave us a time-out during the Super Bowl, and for a middle-aged, recession-weary public, the timing couldn't have been better.
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Four tips for exceeding your customer's expectations
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
When we exceed a customer's expectation he/she is more likely to make a purchase, become a repeat customer, and tell others about their great experience in our…
read nowLow prices and drug shortages
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
"Essentially all of the drug shortages that occur in the U.S. arise in the generics market, where profitability is fairly low," Greg Conko, of the Competitive…
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Why you should trust your hunches
by Harvey Mackay — Author, Mackay Mitchell
My favorite Peanuts character, Charlie Brown, is on the pitcher's mound psyching himself up: "It's the last of the ninth. The bases are loaded. there are two…
read nowMy rich best friend, Apple
by Lisa Biank Fasig — Director, JZMcBride and Associates
Apple Inc. posted its largest quarterly profit ever on Jan. 24. So good, in fact, that it places the iPhone maker among an elite group populated by very few…
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The one and only question facing Sears
by Doug Stephens — President, Retail Prophet Consulting
Amid the sounds of tearing gift wrap and popping champagne corks, ailing giant Sears Holdings Corp. announced over the holidays its intent to close as many as…
read nowSo you aren't Johnny Depp ...
by Harvey Mackay — Author, Mackay Mitchell
Do you lack the dazzle of Angelina Jolie's lagoon-blue eyes or the regal command of Meryl Streep's screen poise? Come up short on George Clooney's suave or…
read nowWhat are your 2012 retail resolutions?
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
I know how busy you have likely been for the last few weeks, so I've taken the liberty of putting together some potential resolutions for you and your team in…
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Employee turnover: Are you causing it or preventing it?
There are many causes for turnover, but the single biggest reason for turnover in retail stores today is the inability of the sales staff to be successful. But…
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Big boxes going condo is a "material" change
by Mark Murray — Director, The Store Channel
The most noticeable change for mass-market retail in the year ahead will be the introduction of new architectural materials and flooring. As "stores" evolve…
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It's Amazon's world, we're just living in it
by Jeff Weidauer — Vice President, Marketing & Strategy, Vestcom International, Inc.
It doesn't seem like all that many years ago when Amazon.com was touting itself as the "world's biggest bookstore." I remember listening to its radio ads in…
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Six trends that will cause brick-and-mortar retailers to lose sleep in 2012
by Bob Phibbs — CEO, The Retail Doctor
It's customary to look ahead at the retail trends that will shape 2012 and the buzz, profits and challenges to profitable retailing. Here then are the good…
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Epic Retail Fails of 2011 [Infographic]
by James Bickers — Editor, Networld Alliance
Its been a rough couple of years for retail, but its been especially bad for some. Here are seven particularly startling retail fails from the past year.
read nowThe best way to feel a brand is to hear it
by Mark Murray — Director, The Store Channel
As we're all shopping (or perhaps "auditing") stores filled with the sounds of the season, it's a good time to talk sound. Believe me when I tell you - sound…
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RIM's only road back: Building an iPhone killer
by Aaron Shapiro — CEO, HUGE
Once upon a time, Research in Motion was the world's leading smartphone company. Armies of executives were loyal to their "crackberries." It had a stock price…
read nowWhat customers really remember from the holidays
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
Long after the holiday and the online deals and big box sales, it's the shopping experiences that most customers remember.
read nowIs your marketing magnetic?
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
An interesting fact about magnets is that they can either attract or repel other magnets depending upon their polarity. Marketing also has the ability to…
read nowAre you overlooking what your customers are looking over?
Most retailers spend a great deal of time making their stores visually appealing. Whether your merchandising style projects an opulent, prestigious image, or a…
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