How to deliver great customer experience at scale
The most effective customer strategies are grounded in active engagement, setting clear expectations and empowering users with options that suit their needs.
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Forget about the “new normal”: Design something different
September 14, 2020 by Thomas A. Stewart and Patricia O’ConnellFive principles of service design, adapted for the COVID-19 era.What COVID-19 is revealing about your customers and employees
June 29, 2020 by Thomas A. Stewart and Patricia O’ConnellDon’t let what you’re learning go to waste — capture it for post-crisis strategy and growth.Related tags: coronavirus, COVID-19, customer experience, customer service, digital, retail trends, salesEmbracing the impersonal approach to customer service
June 18, 2020 by Matt PalmquistBusinesses should consider the pros and cons of adopting digital customer service systems.Related tags: consumer insights, consumer trends, customer experience, customer service, retail trendsThe three Ts of handling consumer data
January 23, 2020 by Matt PalmquistCustomers give personal information to companies that are careful about trust, transparency, and the type of data they request.Related tags: consumer insights, consumer trends, cybersecurity, data, preventing identity theft, retail trendsInnovating in traditional retail markets
January 22, 2020 by Suvarchala NarayananHow Bhaskar Bhat turned an Indian watchmaking startup into a lifestyle giant.Related tags: india, Inside the Mind of the CEO, leadership, manufacturing, retail trends, transformationSo you think you know your customers?
May 28, 2019 by Megan HigginsGathering different sorts of data can yield surprising insights and drive more effective decision making.Related tags: consumer insights, consumers, consumer trends, data, data analytics, retail trends, storesROX is the new ROI: Prioritizing customer experience
January 30, 2019 by John MaxwellConsumers have more power over your company’s success or failure than ever before, and it’s time for a new metric that captures the return on your investment in them.Related tags: consumer insights, consumers, consumer trends, customer experience, experiences matter, networks, retail trends, strategyDigital native retailers are giving physical stores a radical makeover
January 18, 2019 by Flavio Palaci, Ramy Sedra, and Anand RaoOnline brands are opening brick-and-mortar shops, using technology and data-driven customer insights to transform the in-store experience.Related tags: consumer insights, consumers, consumer trends, customer experience, data, experiences matter, retailing, retail trendsThe Jolly and Folly of Holiday Decor for Retailers
December 21, 2018 by Matt PalmquistChristmas displays make shoppers more forgiving of employee mistakes but more judgmental of unfairness.Convenience Is Key in Last-Mile Delivery around the World
November 26, 2018 by Dominik Baumeister, Peter Kauschke, and Andrew TippingGetting consumers their packages when and where they want them in a cost-effective way is a global need, but shipping solutions vary by region.Related tags: consumer insights, consumer packaged goods, delivery, global perspective, retailing, retail trends, transportationShopping by Voice a Hard Sell for Consumers
June 25, 2018 by Denise DahlhoffPeople are using virtual assistants such as Siri and Alexa to do a lot of things, but making purchases isn’t really one of them. What will it take to make voice commerce take off?Related tags: consumer insights, consumers, consumer trends, customer experience, retailing, retail trends, technologyToday’s Retail Needs Both Tech and the Human Touch
May 17, 2018 by Steve Barr and Ellen DavisDigital tools can enhance the customer experience, but won’t replace people.Related tags: analytics, consumer insights, customer experience, digital retail, e-commerce, new technologies, retail trendsCompeting for Shoppers’ Habits
April 10, 2018 by John Maxwell, Denise Dahlhoff, and Claire-Louise MoorePwC’s seventh annual global survey of consumers suggests that the next major retail industry battle will be over control of everyday routines.The legacy of IKEA founder Ingvar Kamprad
February 12, 2018 by Thomas A. Stewart and Patricia O’ConnellHe understood that everything a company sells — and everything its customers do — should contribute to the experience.Rewards Cards Test the Limits of Customer Loyalty
January 25, 2018 by Eric J. McNultyHow I liberated myself from points and why it matters to your company.Related tags: airline industry, big data, brand, consumers, consumer trends, digital marketing, marketing strategies, retail trendsA Guide to This Season’s Consumers
December 20, 2017 by Michelle GerdesIn a complicated retail landscape, it is critical for retailers to understand what shoppers are thinking.Uniqlo Addresses Retail Woes with High-Tech Vending Machines
August 15, 2017 by Michelle GerdesA small but growing number of retailers and restaurants are experimenting with selling their wares through unstaffed kiosks, often linked to apps and e-payment systems.Related tags: brand, consumer trends, digital retail, economy, innovation, retail trends, technologySummer Reading: 10 Business Books – in Pictures
July 25, 2017A selection of books perfect for your commute — or the beach.Speed Meets Variety in Amazon’s Deal for Whole Foods
June 16, 2017 by Michelle GerdesThe $13.7 billion agreement may help both retailers overcome some of their biggest hurdles.Related tags: brand, consumer packaged goods, consumers, consumer trends, deals, retail trends, strategy, technologyWhere have all the shop clerks gone?
April 12, 2017 by Daniel GrossForget your worries about the factory floor. Machines are already decimating retail jobs.Why augmented reality will be the next revolution in retail
February 27, 2017 by Kamil Klamann and Sekoul KrastevThe Pokémon Go craze may have faded, but it provides clues for retailers using technology to engage consumers.Related tags: analytics, brand, digital marketing, digital retail, digitization, e-commerce, gaming, marketing, retailing, retail trendsHow Smartphone Apps Influence the Way We Shop
January 19, 2017 by Matt PalmquistConsumers who use mobile apps tend to make more-frequent purchases, spend less per transaction, and return items more often than those who don’t.Related tags: consumers, digital retail, marketing, mobile technology, recent research, retail trends, sales, technologyIt Pays to Get to Know Your Superconsumers
January 11, 2017 by Catharine P. TaylorBeyond revenue, customers who are obsessed with a product don’t just provide valuable insight but are a conduit to new markets.The Myth of the Coveted Loyal Shopper
December 8, 2016 by Matt PalmquistWhen it comes to consumer goods, infrequent purchasers, not faithful customers, seem to drive market-share growth.
All articles tagged: retail trends
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