Thursday Dec 13, 2012

Customer Experience in the Year Ahead

With 2012 coming to an end soon, we find ourselves reflecting on the year behind us and the year ahead. Now is a good time for reflection on your customer experience initiatives to see how far you have come and where you need to go.[Read More]

Friday Nov 30, 2012

Bargain Hunter Round Up – Kicking Off The E-Commerce Holiday Season

Everyone has a different way to tackle holiday shopping – Black Friday, Small Business Saturday, Cyber Monday, some have it done months in advance, and others wait until the very last minute.   For me, I’m not big into massive crowds so online shopping to the rescue.   Others thrive on the energy of being in the stores on the busiest shopping day of the year.  With last weekend marking the official kick-off to the holiday season, I thought I’d provide a round up of what’s trending:  

Online numbers are looking up:
Thanksgiving Day – Why wait until Black Friday or Cyber Monday:
  • Online shopping on Thanksgiving Day also increased, totaling $633 million in receipts, a 32 percent increase over Thanksgiving 2011
[Read More]

Tuesday Nov 27, 2012

The Talent Behind Customer Experience

Earlier, I wrote about Powerful Data Lessons from the Presidential Election. A key component of the Obama team’s data analysis deserves its own discussion—the people.

Recruiters are probably scrambling to find out who those Obama data crunchers are and lure them into corporations. For the Obama team, these data scientists became a secret ingredient that the competition didn’t have. 

[Read More]

Tuesday Oct 30, 2012

The Softer Side of Customer Experience

It’s election season in the U.S., and you know what that means. It means I stop by the recycling bin in my garage before entering the house with the contents of my mailbox. A couple of weeks ago, I was doing my usual direct mail purge when I came across a piece from The Container Store®. This piece would have gone straight to the recycling bin, but the title stopped me: Learn what WE STAND FOR! [Read More]

Friday Oct 26, 2012

Hey Retailers, Are You Ready For The Holiday Season?

With online holiday spending reaching $35.3 billion in 2011 and American shoppers spending just under $750 on average on their holiday purchases this year, how ready is your business for the 2012 holiday season?   



Today’s shoppers do not take their purchases lightly.  They are more connected, interact with more resources to make decisions, diligently compare products and services, seek out the best deals, and ask for input from friends and family.   This holiday season, as consumers browse for apparel, tablets, toys, and much more, they will be bombarded with retailer communication - from emails and commercials to countless search engine results and social recommendations.  With a flurry of activity coming at consumers from every channel and competitor, your success this year will rely on communicating a consistent, personalized message no matter where your customers are shopping. 

Here are a few ideas to help with your commerce strategy this holiday season:

  1. CONSISTENCY COUNTS FOR MULTICHANNEL SHOPPERS


    According to a November 2011 study commissioned by Oracle, “Channel Commerce 2011: The Consumer View,” 54% of consumers in the U.S. and Canada regularly employ two or more channels before they make a purchase.  While each channel has its own unique benefit, user profile, and purpose, it’s critical that your shoppers have a consistent core experience wherever they’re looking for information or making a purchase.  Be sure consumers can consistently search and browse the same product information and receive the same promotions online, on their mobile devices, and in-store.

[Read More]
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