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

In Retail, the introduction of new, disruptive technologies redefines core systems, including payments and supply chain, and repositions everyone on equal footing. Retailers should stop shying away from digital options and learn to embrace them. First Thing’s First – There is a seemingly endless list of new digital options for retailers. In 2014 alone, we’ve seen… [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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Most retail executives I've talked to recently scratch their heads when the topic of improved customer experience comes up.  Yes, 60% of them realize it's critical.  Yes 60.9% of their customers think it's important.  But I hear them say over and over again that "it takes more staff to improve face-to-face contact and that's going… [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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Happy Customers

Apple products were the key Apple’s success, how do you explain the fact that people flock to the stores to buy Apple products at full price ?  Even when Wal-Mart, Best-Buy, and Target carry most of them, often discounted in various ways.  Amazon carries them all--and doesn't charge sales tax. A raft of recent surveys… [more]

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