Insights

  • Bridging the Customer Web Experience Gap

    Cyber Monday should be proof that your web presence and its usability are critical to the overall cross-channel customer experience. The challenge for brand marketers and retailers becomes how to turn the focus and attention of the company web site back to marketing, since the evolution of many e-tailing sites began with IT departments and not brand marketers.

  • Facing Up to Facebook

    According to a story on the PROMO Magazine website, these companies are using the technology to raise the bar on establishing loyal customer relationships, key to a brand marketer’s success.

  • Consumers Craving Gift Cards

    The NRF says that gift cards are preferred by 55.2% of adults as a holiday gift. They choose this gift ahead of clothing, books, DVDs and electronics.

  • Black Friday VIPs

    Some brand marketers played the shopper experience card by offering VIP treatment on the busiest shopping day of the year.

  • Thanksgiving Weekend Shopping as a Social Event

    This concierge level of customer care plays in perfectly with the mindset of the “Black Friday as a Social Event” shopper.

  • Black Friday Launch Pad for Brand Social Media

    There is mounting evidence in the use of social media, such as Facebook and Twitter, as an advertising medium. A prime example is the way that brand marketers are targeting Black Friday by sending out messages featuring special deals for their followers. Why? A recent blog post on Simple Thoughts quotes Deloitte Research as saying that, “One in five shoppers plans to use the sites in their holiday shopping this season.”

  • On Target for the Holiday Shopping Experience

    The news is awash with stories on how the country’s retailers are gearing up for the mad holiday rush that begins with Black Friday. Most of the news has to do with price promotions, store hours and staffing to handle the increase in store traffic. As an example, a story on DSN Retailing Today outlines how mass market giant Target is preparing for the holiday’s with the customer experience in mind.

  • Nice Guys Finish First

    In an industry that is the poster child for a bad economy and despicable customer service, Southwest is on track to have its 37th consecutive profitable year.

  • Getting Satisfaction

    Only time will tell if this is a resurgence of the long-trusted brand. However, the trend is that sales performance is directly linked to customer satisfaction.

  • Getting it Right in the First Place

    It is true that all organizations have problems to solve at one point or another and the way they solve them goes a long way toward establishing long-term customer relationships. But we should never lose sight of the easiest and least expensive form of service recovery which is getting it right in the first place.