Customer Experience Blogs
Further Evidence...
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
...that low-price strategies have a finite life.
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Unbendable Customer Experience Rule #4
by Mike Wittenstein — Customer Experience and Service Designer, Storyminers
Bad customer experiences get the attention. Good ones get the profit.
read nowAttention is Good, Isn't it?
by Mike Wittenstein — Customer Experience and Service Designer, Storyminers
The wrong kind of attention doesn't help retailers one bit when it comes to customer experience and word-of-mouth.
read nowIn Every Sale
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
Someone is training...
read nowUnbendable Customer Experience Rule #3
by Mike Wittenstein — Customer Experience and Service Designer, Storyminers
Never let your business processes dictate your customer's experience. More>>
read now2011 -- The Year of Retail Redesign
by Mike Wittenstein — Customer Experience and Service Designer, Storyminers
2011 will be the year of retail redesign. There are three reasons why this is true. The winners will be the stores that focus on value creation and do so by…
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Why Your Incentive Plan Might Be Killing Sales
by Doug Stephens — President, Retail Prophet Consulting
New research into human motivation may hold some surprises for companies who have long held to the "carrot and stick" approach to incentives. The truth is…
read nowUnexpected Consequences
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
I must admit I never saw this one coming.
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Service with a Capital You
by Lisa Biank Fasig — Director, JZMcBride and Associates
It always bugged me that almost every specialty store displays its small-sized clothes on the top rack, where small people cannot easily reach them, while the…
read nowCustomers Only Care About Price
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
Conventional wisdom or...
read nowReflecting on Virtual Success
by Lisa Biank Fasig — Director, JZMcBride and Associates
Macy’s has installed an interesting feature at its flagship store in Manhattan – a 72-inch digital “mirror” that enables customers to virtually try on all…
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How To Politely Say, "You Suck" to a Retailer
by Bob Phibbs — CEO, The Retail Doctor
When you don't get a word from an employee at a store, call them on it with this simple tool to improve their customer service.
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The holiday retail frenzy begins, but what about long-term loyalty?
by Sharon Goldman — Senior Director, COLLOQUY
Every year, the holiday retail frenzy seems to start earlier and earlier. This time around, it seemed like the Halloween decorations weren't even put up before…
read nowExpress Scripts' Prescription...
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
...for using technology to irritate it’s customers.
read nowSWOT Pricing
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
Is SWOT analysis helpful in setting prices?
read nowJust in Time for Xmas: Mobile Marketing Tips
by Lisa Biank Fasig — Director, JZMcBride and Associates
Looks like a good number of shoppers will be phoning it in this holiday season.
read nowMore evidence of rewards just for stopping by
by Sharon Goldman — Senior Director, COLLOQUY
“Checking in” at a retailer or service provider is getting more valuable than ever, with more companies rewarding customers who do no more than simply walk…
read nowTarget Marketing Hits Home With CoupSmart
by Lisa Biank Fasig — Director, JZMcBride and Associates
Marketers spend a lot of money tracking what we buy so they can tailor promotions to our specific needs. Now, we consumers can take that tracking into our…
read nowRumors of the Death of Aspirational Shopping Are Greatly Exaggerated
by Bob Phibbs — CEO, The Retail Doctor
The goal of aspirational brands is to allow us to feel better about ourselves. That’s what we have always done. And always will do.
read nowSubscribe
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