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The Cost of Waiting to Invest in Customer Experience
When businesses talk about their customer experience strategy, it usually boils down to collecting customer-initiated responses to an interaction, whether through a survey on a receipt or a customer...
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5 Valuable Insights You Can Learn From a Journey Map
In today’s retail environment consumers have short attention spans and their interests change like the seasons. Learning from your customer’s habits can help you predict their next move. Your...
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The Critical Role of the Associate in Today’s Digital Path to Purchase
Last week, while I was speaking at the Connected Consumer Summit, an interesting question was raised about the role of the retail associate in an increasingly digital world. While technology can and...
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How Effective Company Branding Has Made Apple the Leader in Innovation
On September 9, Apple CEO Tim Cook unveiled the iPhone’s next evolution, the iPhone 6. Among the expected upgrades—new A8 chip, iOS, iSight, etc. — comes a new feature: Apple Pay, powered by near...
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How to Overcome Consumer Channel Overload
A few years ago, mobile shopping was big news in the retail world, and businesses had to respond quickly in order to survive. Rather than lose access to their customers, many became omnichannel...
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6 Ways to Compete with Amazon
Despite recent dips in stock prices, it doesn’t look like Amazon is going anywhere any time soon, and the company continues to expand into new markets. Competition with Amazon is fierce, but the good...
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3 Things Your Customers Mean by “I’m Just Browsing”
There’s no question that training your sales associates to engage your customers can boost sales and gain customer loyalty, but what do you do when your customers say they don’t want help? It’s...
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Measurable Ways to Improve Your Customer Service
Trying to improve customer service without collecting data on the success of your tactics is a wasted effort. Many ideas for customer service improvements sound great on paper, but turn out to be...
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How to Combat Showrooming During the Holidays
Reports after the holidays last year showed that the in-store strategies retailers employed to fight showrooming were working, but that doesn’t mean the effect will necessarily carry over into this...
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How to Improve Black Friday Customer Experiences
Any shopper brave enough to venture out on Black Friday knows to expect some customer service delays and disappointments when items are out of stock, but that doesn’t mean you shouldn’t try to give...
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