Stop the Condescending Second Guessing. Trust that Customers Know What They Want.


Article by Ernan Roman Featured on According to the IBM 2017 Customer Experience Index (CEI) Study , “Only 19% of brands offer more than a basic level of personalization of the online experience.” This doesn’t come close to meeting consumers’ demands for more personalized and human needs-based communications and experiences. They aren't personalizing the things that matter to me! " "What they consider personalization is so old-fashioned." "I

How are retailers working to improve customer experience?


Date: Friday, February 26, 2016 How are retailers working to improve customer experience? Author: Robin Tandon Customer experience is important to every industry, but particularly vital for retail. And with many stores often selling the same products, customer experience is a more appealing way of differentiating than competing on price (which obviously has a direct impact on margins). How can the physical store environment distinguish itself from an online experience?

5 breakthrough in-store experiences (and the employees behind them)


Increasingly, online and offline customer experiences form part of a merged ecosystem where shoppers move freely between multiple channels. The consumer experience is no longer just a matter of going shopping in a store or pulling out a device to make a purchase online. In-store experiences can leverage sensory factors like hearing, smell and texture to engage the customer and use face-to-face connections with staff members to cement relationships on a human level.