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Tag Archives: retailers
Is Social Media an Appropriate Venue to Gauge Customer Experience?
You may choose to air it all online to benefit from social media, or you may encourage customers to provide extensive feedback in a private venue. Using social media as a retailer has pros and cons. Continue reading
Posted in Blog, Customer Experience
Tagged brands, Customer Experience, Customer Satisfaction, ICCDS, mspa, Mystery Shopping, mystery shopping programs, mystery shopping scams, MysteryShop.org, quality metrics, reputable mystery shopping companies, Retail, retail mystery shopping, retailer, retailers, secret shopper, social media
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Mystery Shopping – a Real Value or a Real Bust?
When done right, Mystery Shopping is a tremendous asset for retailers. Results can be used right away to improve the customer experience and to motivate employees, optimize resources and improve operations in every way. Continue reading
Posted in Blog, Customer Experience
Tagged Customer Experience, customer experience management, Customer Service, electronic commerce, icc, marketing, motivating employees, mspa, mystery shopper, Mystery Shopping, mystery shopping programs, mystery shopping providers association, mystery shops, online shopping, real value, retailer, retailers, retailing, secret shopper, secret shopping, shopping, supermarket, virtual guest
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Macy’s Shakes it Up
Macy’s has a new approach to keeping things fresh. Their ‘Impulse’ department will rotate designers every two months. They’re working with top international designers to create lines especially for their stores. The Impulse department targets younger shoppers and prices will … Continue reading
Posted in Blog, Customer Experience
Tagged Brand Promotion, brand strategy, branding, business strategy, retailers
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Women Pay Full Price at Ann Taylor
It’s no secret customers like a good sale, but a recent finding from Ann Taylor shows items can still sell–even with a full-price sticker. Continue reading
Posted in Blog, Customer Experience, In-Store marketing
Tagged Ann Taylor, economy, full-price, Retail, retailers, sale, women
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Recession Resets Consumers’ Priorities
What does the customer want? It’s a question retailers ask themselves all the time. Continue reading
Posted in Blog, Customer Experience, In-Store marketing
Tagged business strategy, Consumer Research, economy, marketing, Pew, Retail, retailers
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Consumers Procrastinate Back-to-School Shopping
Retailers, take notes. American families are putting off their back-to-school shopping in an effort to make sure they’re getting the best deals. Continue reading
Posted in Blog, Brand Experience, Customer Experience
Tagged Abercrombie & Fitch, Amazon.com, back-to-school, economy, In-Store marketing, NRF, recession, Retail, retailers, sales, Target, The NPD Group, Walmart
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The Real Customer Service Story
Corporate leaders dramatically overestimate how much the customer wants to talk to a customer service representative. They believe customers value live service twice as much as self-service. HBR’s data shows customers are significantly indifferent to that claim, and they value self-service just as much as they value using the phone. More interestingly, that indifference doesn’t change across their demographic, issue type or urgency. Continue reading
Do Location-Based Social Networks Work for Your Company?
An AdAge.com post on Forrester Research’s study advises retailers to take a second look on whether LBSNs are right to include in their current marketing mix. Continue reading
Mobile Applications Can Do More for a Retailer
Forbes Insights published a study that surveyed leading U.S. retailers’ use of mobile applications in enhancing consumer’s shopping experiences. Researchers discovered many retailers””almost fifty percent–are hoping to capture first-mover advantage as their customers go mobile. The levels of sophistication in mobile design and application vary depending on the retailer and its goals. For many, the mobile features are a scaled-back version of their website. Others have ventured into offering transaction-based and customer-oriented applications that use powerful GPS technology to pinpoint an individual customer’s needs. Continue reading
Posted in Blog, Customer Experience
Tagged American Eagle, customer expectations, Customer Experience, GPS, iPhone, mobile, Retail, retailers, shopping, Technology, The North Face
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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
