Try This 100-Year-Old Customer Experience Management Tip

Posted by January 22, 2015 by David RichComments

Whoever first said “The customer is always right” couldn’t have anticipated the Internet, and how vital customer experience would ultimately become to the success of a retail chain.

Regardless of who actually said it first, you’ll probably recognize one of the men who popularized the sentiment – Harry Gordon Selfridge. 

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Why Buy Online, Pickup In Store (BOPIS) Is the New Standard

Posted by January 20, 2015 by Kevin LeiferComments

As we’ve said before, it’s time for companies to stop thinking about retail and ecommerce as separate categories. It was even #2 on our list of the 21 Most Controversial Things We Said in 2014

But it won’t be controversial for long. My bet is that by the end of the year, every retailer will be scrambling to merge the two, likely by retraining associates (both in-store and support center) in “Buy Online Pickup in Store” (BOPIS) policies. 

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Are You Behind the Curve on “Buy Online, Return In Store” (BORIS)?

Posted by January 15, 2015 by Nanette BrownComments

Returns are bad.

They’re often the result (or cause!) of a negative customer experience, they’re logistical nightmares, and they’re costly for physical and ecommerce stores alike.

Retailers have no choice but to accept them, and stricter return policies have historically driven customers away. So what can you do?

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Topics: Customer Experience, bopis/boris

Suggestive Selling: How to Get Store Level Buy-in

Posted by December 23, 2014 by David RichComments

We’re not all Oscar-winning actors. Not everyone can read directly from a script and sound natural, your sales associates included. They have to sell the performance to sell your wares – if it’s a performance.

That’s the key to suggestive selling scripts: when they’re easy-to-follow guidelines, they work. When they’re stiff, forced scenes your employees have to act out, they don’t.

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The 21 Most Controversial Things We Said in 2014

Posted by December 19, 2014 by Kevin LeiferComments

We’ve written scores of blog posts this year about customer experience and retail performance – hardly topics that most people think of as controversial.

But in any field, there are ideas that can make waves, and those are usually the ones to pay attention to. That’s why we compiled a list of the 21 most controversial things we’ve said this year, and made it into a SlideShare deck.

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Free Download: New Retail Market Research by Industry

Posted by December 17, 2014 by Nanette BrownComments

How much do you really know about your customers? Are they loyal to your brand, or are they regularly "cheating" with your competitors? The only way to find out is to ask.

That’s why we polled our panel of more than 55,000 everyday shoppers about their shopping behaviors and preferences in women's apparel stores, electronics retailers, casual and fast food restaurant chains, and home and office retailers to create this in-depth Restaurant and Retail Market Research Report.

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What Your Customers Really See: Mystery Shopping Explained

Posted by December 10, 2014 by David RichComments

Wouldn’t it be great if you could saunter into one of your stores undercover and have the same shopping experience your customers do?

You could see how helpful your associates really are, find out how you’re losing customers, and experience – firsthand – where you’re falling down on the job. But even if you do visit your stores anonymously, you’re only one person; you won’t be able to recreate the range of experiences your customers have.

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Topics: Mystery Shopping

Will Less Social Media Improve Your Retail Brand Strategy?

Posted by December 5, 2014 by Kevin LeiferComments

Recently, most advice about improving retail brand strategy has centered on expanding – more channels, more engagement, more programs, more rewards. 

But before you try to make your company a “Jack of all trades,” remember that the second part of that phrase is “master of none.” Even for the largest chain, more isn’t always better – and that’s especially true of social media. 

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Topics: Omnichannel, Brand Experience

Are You Measuring Customer Satisfaction Wrong?

Posted by December 3, 2014 by Nanette BrownComments

 

Have you bought and paid for a skewed perspective of customer satisfaction with your brand? If you’re trusting data that says your customers are “satisfied” but doesn’t dig any deeper, you might be!

Shoppers who are moderately pleased with their experiences in your stores won’t necessarily show the kind of loyalty you want to earn from them.

So how can you overcome your internal bias and accurately measure customer satisfaction?

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Topics: Customer Satisfaction

3 Vital Retail Lessons from Last Holiday Season

Posted by November 26, 2014 by Kevin LeiferComments

The 2013 holiday season ended not with a bang, but a whimper. As Bloomberg reported, retailers saw a 2.4% sales growth for the entire season, which was the smallest increase since 2009. In-store traffic in the week prior to December 22nd sank by 22%, and shipping problems plagued online retailers.

However, if you’re looking for a silver lining, last year's disappointing holiday season taught retailers 3 key lessons that will affect holiday retail strategy this year.

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Topics: Customer Satisfaction