Understanding Shopper Motivations and Marketing

Posted on February 4, 2013 by David RichComments

Marketing messaging tends to work best when it is closely matched to customer needs and wants. Emotional drivers that pull the shopper into the sale are often similar across your customer base.

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Topics: Customer Intercepts

The Impact of Company Culture on Satisfaction

Posted on January 30, 2013 by David RichComments

A friend relayed a story the other day and it seemed to have dramatic implications for companies. After hearing the situation, the link between corporate culture and customer satisfaction became quite apparent.

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Topics: Customer Experience

Customer Value and Retail Revenue

Posted on January 25, 2013 by David RichComments

What is your average customer worth? Such a simple question but so important when it comes to maximizing retail revenue.

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Topics: In-Store Marketing

Don't Stand For Slow Growth

Posted on January 18, 2013 by David RichComments

The retail sales figures came out and papers across the country are putting their desired spin on the story. The bottom line is that 2012 was not a great year. Retail sales growth was a mere 5.2% this year. Bumped up against 7.9% last year and 5.6 the year before that, and there is not much to be thrilled about.

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Topics: In-Store Marketing

The Relationship Between Prices and Customer Satisfaction

Posted on December 24, 2012 by David RichComments

It started in 2009…Pictures of gas pumps - and $80 tanks of gas - started popping up on Facebook. Fuel costs are not the only product that has seen price increase since the beginning of the recession, food and apparel are up too.

What impact does this have on customer satisfaction?

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Topics: Customer Satisfaction

Making the Most of the Holiday Shopping Season in a Sluggish Economy

Posted on December 18, 2012 by David RichComments

Black Friday sales were up year over year, but what does that mean for your business? Well, that depends…

The National Retail Federation reports that Black Friday sales were up 13% from 2011. This takes into account the four days from Thanksgiving all the way through Cyber Monday. On its face this is a good sign. But when we dig into the greater context, what does it mean for the economy in general? Or perhaps more importantly, what does it mean for your retail establishments?

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Topics: Customer Experience

Increasing Retail Business During the Holidays

Posted on December 6, 2012 by David RichComments

As we move full into the holiday shopping season, retailers should begin to reflect on what they did to prepare for the potential for increased business. There are all kinds of considerations…

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Topics: Customer Experience

The Case for Customer Surveys

Posted on November 29, 2012 by David RichComments

What do your customers want?

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Topics: Customer Satisfaction

Increase Retail Revenue By Building Mindshare

Posted on November 26, 2012 by David RichComments

Last week something interesting happened. Well, interesting from a marketing perspective. I’m on the phone with a friend Saturday morning and said she was heading out the door to go shopping. I asked her, "Where are you headed?" To which she replied, "I'm making a Costco run!"

This was kind of expected. Many Saturdays are home and family shopping days. What flew under the radar, at least at first, was that she didn't go to Costco.

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Topics: Brand Experience

The Story Behind Your Sales

Posted on November 19, 2012 by David RichComments

In a timeless book by Seth Godin, "All Marketers Are Liars: The Power of Telling Authentic Stories in a Low-Trust World" Godin didn't really mean marketers lie, rather that they craft stories that help customers along through the buying cycle.

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Topics: Brand Experience