-
Join Us
Tag Archives: Brand Experience
Customer Intercepts – Ask the Right Questions and Thrive
Could the Customers Who DON’T Buy Be the Key to Success? We’re used to asking for feedback from shoppers. Most retailers focus their data gathering on customers who’ve made a purchase. Surveys on the sales receipt, in the shopping bag or on your website and email follow up are commonly recognized and effective tools. It’s important to know what your customers think and get a critical understanding of their observations and experience of your stores, your merchandise and employees. Continue reading
Posted in Blog, Customer Experience
Tagged Brand Experience, business, consumer interviews, conversion rate, customer, customer conversion, Customer Experience, Customer Intercepts, customer interviews, customer research, Customer Satisfaction, customers, data gathering, focus groups, icc/decision services, intercept, online shopping, retail store, shopper behavior, shopper insights, shopper intercepts, shopping
Leave a comment
M-Commerce Gains Traction
Reaching your customers via their mobile phones – wherever they are – combines convenience and urgency. Shaun Ryan reports in the E-Commerce Times that U.S. mobile commerce sales hit US$1.20 billion in 2009 and will grow to $2.42 billion this … Continue reading
Posted in Blog, Customer Experience
Tagged Brand Experience, E-Commerce, m-commerce, mobile commerce, Mystery Shopping, shop.org, Technology
Leave a comment
The Value of Facebook Fans
Facebook wields power and influence. People are influenced by the preferences of the people they connect and communicate with online. According to a Retail Daily survey, 38% of respondents reported that they would likely become a fan of a brand … Continue reading
Using Storytelling to Keep the Customer Coming Back to the Store
When people’s time is precious and transportation costs are high, retailers can’t rely on the thinking that if they build stores, people will come. Instead, retailers must offer more than just a physical space that stocks merchandise. They need to entertain, educate and engage consumers to bring them to the store and make them never want to leave. Continue reading
Using Technology to Get Consumers to the Store
No one doubts the claim that the Internet and rise in mobile technology hasn’t transformed the retail industry. It’s the thought that people are no longer making trips to the stores that should be up for debate. The truth is that people still shop in stores. Technology is used to get them there and to make their experience more enjoyable so they keep coming back. Continue reading
Posted in Blog, Customer Experience
Tagged Brand Experience, consumer experience, Cusotmer Service, Customer Experience, google, iPad, iPhone, Retail, retailers, Technology, video
1 Comment
The Future of Retail is Still the Store
According to a recent study by the U.S. Census Bureau, the majority of sales still come from in-store purchases. Certain categories, such as books, clothing and electronics, see high percentages of e-commerce sales, but the overall message for retailers remains the same before the rise of the Internet: attention to the physical store should be a top priority in an effort to attract and keep customers. Continue reading
It’s a Woman’s Retail World According to One Expert
Retail guru Paco Underhill cares about what women want so much so that he wrote an entire book on the topic. What Women Want: The Global Marketplace Turns Female Friendly tells a story of how smart businesses are changing to fit the needs of women, a growing group that often already makes up more than half of their customers. Continue reading
Posted in Blog, Brand Experience, Customer Experience
Tagged Brand Experience, business strategy, Customer Experience, retailers
2 Comments
A Ballad of Bad Service
There is no shortage of stories that chronicle a truly bad customer experience, but not many reach almost mythical status. The application of social media makes this possibility stronger than ever. Continue reading
If you can’t compete on price, compete on customer service instead
In January of this year, Reuters reports on the decline of consumer brand loyalty. The study conducted by Catlina Marketing Corp.’s Pointer Media Networks’ was only a portion of how consumers where changing their shopping behavior. Today, consumers are more … Continue reading
How do you define your brand?
If you described the effectiveness of your brand in three words, would “great” be one of them? Now, if your consumers did the same thing, would they include “great”? Every brand should be striving to be defined as great. What … Continue reading
