Customer Value Investment by Gautam Mahajan: A Tool to Understand Customer ROI
What exactly is the value of a customer? Most companies do not understand this concept or its value. Associates who work for companies...
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rshapiro47
2 min
Do Two Former Google Employees Really Deserve Such Bad Press?
Paul McDonald and Ashwath Rajan drew widespread scorn this week after their company, Bodega, was profiled by FastCompany in an article...
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rshapiro47
3 min
Ideas for Improving Retail
I recently attended a retailing conference in New York City. On the ride up in the elevator to the 36th floor, I overheard two retail...
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rshapiro47
3 min
Why Your Sales Team Needs to Be Trained in Customer Service
Today we are excited to share with you a guest post from Jason Karaman. Sales and customer service are often thought of as separate...
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![Ask a CX Expert: CX In The Age of Self-Serve and A.I. [Video]](https://static.wixstatic.com/media/1075dd_bed872fc79594aa6b4faa5ef4f614908~mv2.jpg/v1/fill/w_816,h_613,fp_0.50_0.50,lg_1,q_90,enc_auto/1075dd_bed872fc79594aa6b4faa5ef4f614908~mv2.jpg)
rshapiro47
1 min
Ask a CX Expert: CX In The Age of Self-Serve and A.I. [Video]
This week, our #CXExpert discusses the benefits of integrating technology into the customer experience. However, companies need to...
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rshapiro47
1 min
CX Expert Outlines Eight Steps to Generate Repeat Business [Video]
This week, our #CXExpert is sharing the 8 Steps he came up with that help businesses, whether B2B or B2C, generate more repeat business...
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rshapiro47
2 min
Companies Reduce Associate Mobility: Is it Fair?
I devour news articles relating to business and customer service – part of my job – and rarely am totally surprised. But, last week in...
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rshapiro47
3 min
Don’t Blow Up Your Customers
Today we are excited to share with you a guest post from Jana Sedivy. When I was 14 years old, I blew up our kitchen. I don’t mean a...
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rshapiro47
1 min
CX Expert’s Tips for Repeat Business: A Sneak Peek [Video]
This week, we are sharing a sneak peek of our CX Expert’s 13 Tips to Guarantee Repeat Business. If you want to learn more, grab his book...
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rshapiro47
6 min
2018 Retail Trends
Welcome to the experience economy. Combining customer research, technology, and outside-the-box thinking, brands and retailers have...
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rshapiro47
2 min
SmartGift: Gift Giving Gets Personal
In June I attended a retail panel discussion at FIT (Fashion Institute of Technology). One of the panelists was Monika Kochhar, CEO and...
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rshapiro47
5 min
2018 Customer Experience Trends
Most executives talk about improving the customer experience—even of creating the quintessential customer experience—but too few walk the...
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rshapiro47
4 min
Earning Loyalty Through Respect – A Customer Feedback Tale
Today we are excited to share with you a guest post from Nate Brown. There are many benchmarks for CX maturity within an organization. ...
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rshapiro47
4 min
The Winner Of The 2018 Customer Service Award Goes to…. Best Buy
In January of 2012 almost every financial analyst was forecasting the demise of Best Buy. Amazon was Best Buy’s largest competitor with...
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rshapiro47
2 min
The More, The Merrier! Staff to Help Customers in Grocery Stores
We all have to eat. Where we buy our groceries is a matter of choice and there are many. However, even with the option of the digital...
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rshapiro47
2 min
Amazon’s New Return Policies Give Brick & Mortar a New Life
It finally happened! It could be a watershed moment for retailers, but more importantly for the consumer. How so? The old adage, measure...
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jacob9701
3 min
Invite a Human To Sit at the Table
Every time I go to a trade show, I get a bad feeling. There are a thousand booths and each one is exhibiting “the most innovative...
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jacob9701
3 min
Self-Service Brick & Mortar Stores Leave Your Brand Vulnerable to the Competition
Self-service brick & mortar stores don’t make sense. Removing the human component from the transaction results in just an exchange of...
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jacob9701
3 min
Retailers are Focusing on The Wrong Experience
Retailers can learn important lessons from studying kiranas, mom-and-pop stores in India. In our present day quest to design the most...
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jacob9701
3 min
Talking About Repeat Business is Worth Repeating
It’s rare that retailers ever talk about or report statistics on repeat customers. Stats are publicized on store over store results,...
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