Raised Stakes for Customer Service

Posted on December 10, 2009 by Nanette BrownComments

A survey conducted in the UK found that the younger the consumer, the more likely they are to leave a brand or company due to poor customer service. Research by Genesys Telecommunications Laboratories along with Datamonitor and Ovum found that each generation of consumers has a different and heightened idea about what good customer service is and should be. In business, it's said that if you aren't growing, you're dying. Based on this research, the same can be said for how you interact with your consumers, both now and in the future..

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Topics: Customer Experience

The Sin of Omission

Posted on December 9, 2009 by Nanette BrownComments

The customer experience is a multi-faceted and sometimes complicated opportunity for brand marketers and retailers. But in many respects, it is remarkably simple. A survey was introduced today that reports more than 25 percent of the time, customers feel ignored. If true, this is a call to action for all involved. We must train store and service personnel to proactively see service opportunities.

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Topics: Blog

Bridging the Customer Web Experience Gap

Posted on December 7, 2009 by Nanette BrownComments

Internet sales are being credited with providing some measure of relief for lagging sales at the country's top retailers. Cyber Monday should be proof that your web presence and its usability are critical to the overall cross-channel customer experience. The challenge for brand marketers and retailers becomes how to turn the focus and attention of the company web site back to marketing, since the evolution of many e-tailing sites began with IT departments and not brand marketers.

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Topics: Customer Experience

Facing Up to Facebook

Posted on December 4, 2009 by Nanette BrownComments

The Big Money.com has published their list of 50 companies that are making the best use of Facebook called "The Facebook 50". Incidentally, they also have a "Twitter 12." Not surprisingly, many top brands and retailers made the list.. Coca-Cola stands at the top. According to a story on the PROMO Magazine website, these companies are using the technology to raise the bar on establishing loyal customer relationships, key to a brand marketer's success.

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Topics: Blog

Consumers Craving Gift Cards

Posted on December 2, 2009 by Nanette BrownComments

The National Retail Federation tells us that gift cards are again finding favor with consumers who enjoy the flexibility of selecting their own merchandise at participating stores. The NRF says that gift cards are preferred by 55.2% of adults as a holiday gift. They choose this gift ahead of clothing, books, DVDs and electronics.

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Topics: Blog

ICC/Decision Services Launches Second of its iPhone Applications - ConversionCalc

Posted on December 1, 2009 by Nanette BrownComments

The latest in iPhone applications shows retailers the dollar value resulting from increasing their conversion rates.

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Topics: News

Black Friday VIPs

Posted on November 30, 2009 by Nanette BrownComments

The general consensus is that Black Friday resulted in an increase in store traffic, but a decrease in spending per shopper for some overall mild sales gains. But the big question remains, what needs to happen to turn retail browsers into retail buyers? Some brand marketers played the shopper experience card by offering VIP treatment on the busiest shopping day of the year.

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Topics: Customer Experience

Thanksgiving Weekend Shopping as a Social Event

Posted on November 27, 2009 by Nanette BrownComments

Crowded stores and lines don't seem to dissuade tens of millions of shoppers from hitting the market over the Thanksgiving Holiday Weekend. Many are looking to cash in on the great deals and others are just taking advantage of some additional time off from work. The National Retail Federation is reporting that 134 million consumers will hit the stores this weekend. That's a six million person increase over last year. However, there is a developing set of consumers who have a different mindset about Black Friday. They enjoy the event.

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Topics: Customer Experience

Black Friday Launch Pad for Brand Social Media

Posted on November 25, 2009 by Nanette BrownComments

There is mounting evidence in the use of social media, such as Facebook and Twitter, as an advertising medium. A prime example is the way that brand marketers are targeting Black Friday by sending out messages featuring special deals for their followers. Why? A recent blog post on Simple Thoughts quotes Deloitte Research as saying that, "One in five shoppers plans to use the sites in their holiday shopping this season."

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Topics: Customer Experience

On Target for the Holiday Shopping Experience

Posted on November 25, 2009 by Nanette BrownComments

The news is awash with stories on how the country's retailers are gearing up for the mad holiday rush that begins with Black Friday. Most of the news has to do with price promotions, store hours and staffing to handle the increase in store traffic. As an example, a story on DSN Retailing Today outlines how mass market giant Target is preparing for the holiday's with the customer experience in mind.

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Topics: Customer Experience

Nice Guys Finish First

Posted on November 24, 2009 by Nanette BrownComments

According to the old saying, "Nice guys finish last." Southwest Airlines has defied that axiom for years. In an industry that is the poster child for a bad economy and despicable customer service, Southwest is on track to have its 37th consecutive profitable year.

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Topics: Customer Experience

Getting Satisfaction

Posted on November 19, 2009 by Nanette BrownComments

With an increasing number of positive reports on economic conditions, to some, one that ties the customer experience directly to the recovery is the American Customer Satisfaction Index. Although the index fell 0.1 percent in the third quarter compared to the second quarter, it is up 1.4 percent from Q3 2008. For Q3 2009, the index recoded a score of 76 out of 100 possible points.

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Topics: Blog

Getting it Right in the First Place

Posted on November 18, 2009 by Nanette BrownComments

When discussing a truly great customer experience, it's a natural reaction to focus on a specific customer service situation or service recovery. It is true that all organizations have problems to solve at one point or another and the way they solve them goes a long way toward establishing long-term customer relationships. But we should never lose sight of the easiest and least expensive form of service recovery which is getting it right in the first place.

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Topics: Customer Experience

Tips for Holiday Retail Cheer

Posted on November 16, 2009 by Nanette BrownComments

It's a funny time in retail. The Holiday's generally bring a surge of business as consumers splurge on gifts and other items to help brighten the season. However, this coming Holiday season feels very different. Nielsen tells us that consumers continue to make fewer trips to the store.

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Topics: Mystery Shopping

Don't Discount the Discount

Posted on November 12, 2009 by Nanette BrownComments

Much is being made out of the necessity to build brands using social networking tools like Twitter and Facebook. A recent study tells us that they key tactic to building such networks may be the same as building the brands in traditional marketing. In other words, if you want to build your on-line network, offer the consumer a deal.

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Topics: Customer Experience

Customer Experience Update