#cx customer experience #retail

The three words most consumers use to describe their very best shopping experiences are fast, convenient and personalized. But those experiences are few and far between. Think about your last shopping experience; what was it like? Slow service? Inexperienced retail associates? Long lines? Those are, by far, the three most common complaints. Here are 3… [more]

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customer experience management

In any business, customer service is a top priority. Shockingly, most retailers are still missing the market, and are losing out on thousands of customers because they don’t understand what buyers really want. New survey results, from more than 1,000 consumers, detail an opportunity for retailers to break away from the pack and improve sales… [more]

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Disrupt Blog Post Banner copy

The introduction of new, disruptive technologies redefines core systems of retail, including payments and supply chain, and repositions everyone on equal footing. Retailers should stop shying away from digital options and learn to embrace them. Here are three ways today’s retailers can capitalize on digital disruptions: First Thing’s First – There is a seemingly endless list… [more]

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@garyambrosino

What makes the BIG difference when it comes to creating a great customer experience?  I've worked with many senior management teams at leading brands and had a chance to "look under the covers" at how great brands create durable customer loyalty. One of the leaders is a brand name we're all familiar with - Nordstrom… [more]

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hilfiger

Here's a great selection of 17 of my favorite articles that I think represent the latest trends in retailing and illustrate how some leading retailers are taking advantage of them to reinvigorate their businesses and brand:       1.IBM Institute for Business Value survey of 26,000 consumers, January 2013, January 15 2013, 2. 2013 GfK… [more]

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Why Shoppers Slug

Showrooming  is a BIG complaint of retailers.   Conventional wisdom says that showrooming is about price and product availability.   But in an environment where many retailers price match and most can get you an out-of-stock or unavailable item at about the same speed as Amazon. So why is every exec in major retailers still… [more]

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US News Slug

Here's an interview based on my recent conversation with with Kimberly Palmer of US News and World Report about why people just generally don't like their banks OR their banking experience.  Read it now… [more]

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Forbes Headliner

I had the pleasure recently of being interviewed by  Karsten Strauss of Forbes about why happy customers buy more and the way retailers are working hard to make this happen.    Read the complete article… [more]

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Hate Shopping

We all love to GO shopping, right ?   Just go to the mall. The mall here where I live is so packed from morning to night that it's actually hard to find a parking spot.   But ask them about the actual shopping experience itself and it becomes a surprisingly different picture.  Here are… [more]

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