Customer Experience 360

Supervalu Inc. Opens Urban Fresh by Jewel

Anna — Mon, 22 Sep 2008 10:58:51 +0000

There’s a new small format store in Chicago called Urban Fresh, by Jewel targeting cost conscious and time sensitive shoppers. These shoppers can go in and get out of the store quickly with pre-made meals that don’t take too much time to prepare. Although pre-made foods have higher price tags, they are still less expensive than dining out. “The broader trend is probably convenience and prepared foods, kind of restaurant or near-restaurant quality, at a discount,” Hertel said. The bottom line is high-end consumers still want high quality food even when the money is tight. Though they can’t eat at restaurants as much as they would like to, they will still be able to have restaurant quality food at an affordable price with store concepts such as Urban Fresh by Jewel. What do you think?

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Customer Experience: Microfsoft to deploy ‘gurus’ to Best Buy, Circuit City

Anna — Wed, 10 Sep 2008 11:03:45 +0000

Microsoft plans deploy a team of 155 customer-service “Microsoft gurus” in retailers such as Best Buy and Circuit City by the end of the year. The gurus will be answering questions about personal computers and Microsoft products as well as demonstrating how the company’s products work together. Microsoft hopes that this will get customers thinking about their products.

This is a great move by Microsoft. It’s time that they finally responded with something to compete with Apple’s “Genius Bar” which provides great customer service on Macs and Ipods while giving the customer a “hip” experience. Hopefully Microsoft can provide a great experience as well by translating the technology into a language consumers can relate to and feel comfortable with.

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Customer Experience: Automated Eateries are a New Trend

Anna — Mon, 08 Sep 2008 11:19:33 +0000

A new London restaurant called Inamo allows diners to use their table to order. With a few clicks, diners can order from an illustrated menu, pay their bill, play interactive games, and also summon a taxi. Automation is one of the key trends in the restaurant industry which reduces labor costs and increases interactivity for diners.
The new system allows for convenience and efficiency but what happens to the level of human engagement? Interacting with the waiter is part of the customer experience at a restaurant. What do you think?

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Report Indicates Consumers are Looking for a Seamless Shopping Experience

Anna — Fri, 29 Aug 2008 13:25:51 +0000

A recent discussion on RetailWire discusses how crucial it is for retailers to integrate selling channels. If a customer wants to make a purchase online and pick up the item at the nearest store, then they should be able to do so. Wal-Mart does a great job with this. I believe most retailers know that they should be integrating their selling channels to keep up with the evolving shopper experience, but the problem lies in the technology investment and logistics of it all. Are most retailers ready to make the necessary monetary and time investments? Probably not. However, those retailers that already have integrated selling channels are ten steps ahead of competition.

What do you think?

Stop & Shop Focuses On Customer Loyalty & Customer Experience

Anna — Tue, 26 Aug 2008 17:33:56 +0000

To prevent customers from migrating to supercenters, Stop & Shop and Giant, have introduced new logos, additional products, and a handful of high tech innovations. Stop & Shop and Giant have also expanded their private label offerings in order to compete against supercenter prices. Supercenters tend to focus on low price while forgetting about customer experience and service. If grocery store chains can offer low prices with their private label brands and offer an enhanced customer experience, they should have no problem maintaining their customers.

What do you think?

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Customer Experience: Americans Can’t Live Without Dessert

Anna — Fri, 22 Aug 2008 21:43:10 +0000

A recent USA today article discusses how despite Americans are trying to save money, dessert is one item they cannot give up.

“Even in a down-turned economy, dessert is an affordable luxury,” says Alison Nelson, co-owner of two Chocolate Bar boutiques in New York City. “I think we still need to do things for ourselves and things that make us feel happier. If you’re looking for a comfort food, dessert is one of those areas that people are going to turn to.”

Dessert orders can help increase the average check. Waiters shouldn’t even ask if a customer wants a dessert menu. Just put it on the table! I know that there have been times when I have said no to dessert but after looking at a dessert menu, I’ve changed my mind.

Thoughts?

Customer Experience: Check Out Border’s First Concept Store

Anna — Tue, 19 Aug 2008 12:42:17 +0000

At Border’s first concept store in Texas, visitors should plan on spending a couple of hours at this two-level store to experience all the interactive features in travel, cookbooks, and other departments. For instance, in the digital center, shoppers can burn their own CDs and make audio books. There is even a self-publishing kiosk.

Borders and other bookstore chains such as Barnes and Noble face great competition from online booksellers such as Amazon.com as well as expanding book departments at Wal-Mart and Costco. Borders might have trouble competing on price, but they’re now focusing on the one factor they can truly differentiate themselves in–customer experience. All the interactive features will help increase the amount of time a customer stays in the store. The more time a customer stays in the store, the likelihood they will purchase also increases.

What are your thoughts?

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Restaurants Should Avoid the $ Sign

Anna — Fri, 15 Aug 2008 18:16:04 +0000

Studies show that menus using a numerical price format without the “$” symbol yielded, an average, $5.55 more in spending than menus with prices printed with either a dollar sign or written script.

If I owned a restaurant, I would consider taking out the $ sign on my menu. Let’s face it, restaurants are having a tough time making money with current economic conditions. With more customers saving money by opting to eat at home, restaurants need to maximize revenue opportunity with existing customers. If you told me all it took to make an extra $5.55 per table was to take out a $ sign on a menu, I would go for it.

What do you think?

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Verizon Wireless Introduces New Store Layout

Anna — Tue, 12 Aug 2008 12:35:34 +0000

Verizon Wireless aims to improve the wireless retail experience for customers by incorporating a new store design. Features to enhance the customer experience include a greeter kiosk that allows customers to check in once they enter the store and list their wireless needs so representatives can quickly assist them. In addition, the new store layout will have customer service and technical support departments, making it easy for customers to get account information, customer service and address technical issues from trained in-store staff.

For More Information Click Here.

New Breakfast Bowls Introduced at Jack In the Box

Anna — Tue, 12 Aug 2008 12:33:59 +0000

Fewer and fewer people have the time to sit down and eat for breakfast. Jack In the Box is now offering convenient breakfast bowls that are “easy to pick up and transport”. The breakfast bowls consist of a meal of eggs, meat, hash browns, and cheese. The suggested price is $2.99.

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