There are a lot of routes you could take in attempting to nail a customer experience strategy for your organization. How do you know what’s the right answer? What efforts will bring better brand recognition, increased loyalty and a proven [...]
The below post is from friend and colleague, Amol Tembe, who also happens to be my boss! This is the first of many posts you’ll see in the coming weeks where I and/or my colleagues talk frankly about ecommerce, mobile [...]
Starbucks’ CEO Howard Schultz is known for involving team members in the decision-making process at his company. When employees have a stake in authorship, they also feel a stake in the outcome, goes the theory. Integrating the voice of the [...]
Forrester Research has predicted that online retail sales will reach nearly $300 billion in the United States alone by 2015. As more across the globe turn to the web for gift ideas and for shopping transactions, retailers who expect to [...]
The talk of the hour in retail and any other business model that deals with customer service (and what kind of business doesn’t, really?), is all about improving the customer experience. Why is this such a hot topic today? We [...]
Jay Shaffer, Chief Marketing Officer, California Delicious, chose a ‘One Thing’ that will probably set a light bulb off for many of you as retailers, especially online retailer, also can’t live without it. What is it? Customer Service. And more [...]
The average American household today belongs to about 14 loyalty programs. FOURTEEN. Can you guess how many of those are active? On average: six. This is according to Marc Parrish, VP, Membership and Loyalty at Barnes & Noble. Amid such [...]
Loyalty programs aren’t exactly new. If you thought they were – consider this: in the 1950’s there were Raleigh cigarette coupons and Topps baseball cards. In the 1960’s S&H Green Stamps’ rewards catalog was the largest publication in the U.S. [...]
We bring you our second edition of weekly posts from our friends at Retail Online Integration. This time we discuss customer feedback – an invaluable asset as it often tells you something that can help improve your customers’ experience. Leave [...]
We’ve found another great blog written by an attendee to eTail West 2011. This time around, we talk customer experience – a hot topic for many of the online retailers at the conference. Wanda Cadigan first posted this on Cactus/blog, [...]
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