Customer Experience Blogs
Retail readies for advent of tight pockets at Christmas
by Laurel Tielis — Author and Professional Speaker, Laurel Tielis & Associates
It's not a fashion statement, but an economic one. According to a survey commissioned by the London-based global news agency Reuters, American shoppers will…
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Netflix to split into two separate companies. Wait, what?
by James Bickers — Editor, Networld Alliance
I awoke this morning to a friendly, "personal" email from Reed Hastings, the co-founder and CEO of Netflix. "I messed up. I owe you an explanation," he says…
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The perils of dynamic pricing: Lessons learned from the airline industry
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
I was just introduced as a pricing guy to an airline consultant when he said "Our dynamic pricing model is working very well." What is dynamic pricing?
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The income gap: The growing chasm between server and served
by Doug Stephens — President, Retail Prophet Consulting
Review any retail sales training program written in the past 50 years and you'll likely encounter multiple references to the word "rapport." Rapport, or the…
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Retail experts share their big idea in one minute
by Mike Wittenstein — Customer Experience and Service Designer, Storyminers
At the 2011 Retail Customer Experience Executive Summit held in Minneapolis on August 8-10, 2011, I worked with some of the world’s best customer experience…
read nowSocially responsible retailing from Walmart and Patagonia
by Laurel Tielis — Author and Professional Speaker, Laurel Tielis & Associates
Patagonia has long had the reputation of being a socially responsible company. Walmart not so much. But this week, I think they're telling a similar story.
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Why adding on may be costing you sales
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
Most specialty retailers whose staff is sales-focused emphasize add-ons. When done well, this approach can slightly increase a store's average sale, but I…
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The retail generation gap is killing premium brands
by Bob Phibbs — CEO, The Retail Doctor
As the keynote speaker last month at the Retail Customer Executive Summit, I focused on the humanity needed in retail. That's because, just like at the NRF…
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Why The Fresh Market is more fresh than Whole Foods
by Annamaria Turano — Executive Director, MCAworks
Founded in 1982, The Fresh Market, Inc. is a specialty grocery retailer focused on providing high-quality products in a unique and inviting atmosphere with a…
read nowWhen is a reward NOT a reward? A lesson from Panera Bread.
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
In my previous post, "Buying customer loyalty," I railed against reward programs. One restaurant chain, Panera Bread, has proven my point via the type of…
read nowThe twenty-four hour WOW
by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC
Former American Idol judge Simon Cowell often commented that even though a contestant's performance was good, and sometimes even quite good, nobody will…
read nowJohn Hodgman on how to save bookstores
by James Bickers — Editor, Networld Alliance
Comedian John Hodgman – one of the funniest people on the planet, if you ask me – was on The Daily Show the other night, discussing the demise of bookstores…
read nowPerception is reality: Why Wal-Mart needs to show shoppers the money
by Annamaria Turano — Executive Director, MCAworks
Yesterday's Wall Street Journal highlights that Wal-Mart's "aura of price leadership" has experienced a downturn since the recession, according to surveys by…
read nowDisney's price increases: Yoda or Goofy?
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
In a June 20, 2011 Orlando Sentinal article, "Disney pricing strategy: Seeking more profits out of long-term visitors," Jason Garcia cites hefty price…
read nowClosing the sale: Moving from transactions to 'thank you'
by Annamaria Turano — Executive Director, MCAworks
The customer decision-making process never ends with the actual sale. Too many retailers fail to recognize the importance and immediacy of the final step in…
read nowZappo's Tony Hsieh on The Colbert Report
by James Bickers — Editor, Networld Alliance
In case you missed it: Zappo's CEO Tony Hsieh appeared as the interview guest on Comedy Central's "The Colbert Report" the other night, discussing his…
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New Wrinkle in the Advertising World
by Lisa Biank Fasig — Director, JZMcBride and Associates
Cosmetics companies have given a new meaning to the term “beauty before age,” and it’s gotten them the old heave-ho in Britain.
read nowHow Fromagination is the Big Cheese in Wisconsin
by Annamaria Turano — Executive Director, MCAworks
Fromagination has a passion for artisan cheese and perfect companions. Named a 2011 Outstanding Retailer by the National Association for the Specialty Food…
read nowHow Apple can beat the fake Apple Stores
by Mike Wittenstein — Customer Experience and Service Designer, Storyminers
In today's New York Times, Nick Bilton writes about fake Apple stores selling real Apple products popping up. He notes that the "store design and employees are…
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Traditions build customer loyalty
by Peggy Carlaw — VP, Impact Learning Systems
Over the weekend, I went on a trip to my favorite vacation spot: Family Camp. This is a little spot nestled in the forest of the Sierras right outside…
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