#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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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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SMLS

Have you been following 3D printing ?  Recently Makerbot, the consumer oriented 3D printing company was sold to Stratesys ((Nasdaq: SSYS), acquired Makerbot, a Brooklyn-based startup for $402 million.  Stratesys was responding the the success of  the Cube, another consumer oriented 3D printer marketing by 3D Systems (Nasdaq:DDD) and sold through Staples. While consumer oriented… [more]

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TimeTo Trust

Changes to the sales process and funnel management are well under way.  Consumers now rule what once was a sales-rep driven process. In the 2009 article "The Consumer  Decision Journey" McKinsey & Company point out that the familiar sales funnel selling has given way to a much more buyer driven process.  You can also find… [more]

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The biggest change in marketing over the past few years has been the shift of focus to Inbound Marketing.    Dharmesh Shah and Brian Halligan do an awesome job in their book Inbound Marketing teaching us all how to use the web SEO as a great untapped resource.   The very positive result ? Thousands of companies large and small… [more]

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I am in San Francisco this week for the amazing Salesforce.com Dreamforce conference.  At yesterday's keynote there were 10,000 people sitting in a single room watching a really impressive presentation.   But while that was going on, I  was actually glued to a video feed with updates on the birth of our nation's newest industry… [more]

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When Eric Janzen sent me a  note announcing his new book, “The Postcatastrophe Economy”, I was intrigued.   I know Eric not only as a VC and startup company CEO, but also as one of the leading economic and market forecasters through his site iTulip. Eric had accurately predicted the market crash of 2008 and as… [more]

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Usually it's some "Big Strategy" that gets customers to talk about how much they like about quality and level of support offered by a tech vendor.   That is until the Big Strategy (i.e. that latest Sales Promotion) is over and things are back to service as usual - - which most of the time… [more]

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