Blog

Do customer satisfaction surveys truly deliver actionable insights that enhance satisfaction and drive loyalty?

What exactly is the value of a customer? Most companies do not understand this concept or its value. Associates who work for companies...

Paul McDonald and Ashwath Rajan drew widespread scorn this week after their company, Bodega, was profiled by FastCompany in an article...

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...

Today we are excited to share with you a guest post from Jason Karaman. Sales and customer service are often thought of as separate...

This week, our #CXExpert discusses the benefits of integrating technology into the customer experience. However, companies need to...

This week, our #CXExpert is sharing the 8 Steps he came up with that help businesses, whether B2B or B2C, generate more repeat business...

I devour news articles relating to business and customer service – part of my job – and rarely am totally surprised. But, last week in...

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...

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...

Welcome to the experience economy. Combining customer research, technology, and outside-the-box thinking, brands and retailers have...

In June I attended a retail panel discussion at FIT (Fashion Institute of Technology). One of the panelists was Monika Kochhar, CEO and...

Most executives talk about improving the customer experience—even of creating the quintessential customer experience—but too few walk the...

Today we are excited to share with you a guest post from Nate Brown. There are many benchmarks for CX maturity within an organization. ...

In January of 2012 almost every financial analyst was forecasting the demise of Best Buy. Amazon was Best Buy’s largest competitor with...

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...

It finally happened! It could be a watershed moment for retailers, but more importantly for the consumer. How so? The old adage, measure...

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...

Self-service brick & mortar stores don’t make sense. Removing the human component from the transaction results in just an exchange of...

Retailers can learn important lessons from studying kiranas, mom-and-pop stores in India. In our present day quest to design the most...