The Future of Retail is Still the Store

Posted on July 16, 2010 by myadminComments

According to a recent study by the U.S. Census Bureau, the majority of sales still come from in-store purchases. Certain categories, such as books, clothing and electronics, see high percentages of e-commerce sales, but the overall message for retailers remains the same before the rise of the Internet: attention to the physical store should be a top priority in an effort to attract and keep customers.

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Topics: Customer Experience

Wal-Mart™s Project Impact has a Positive Impact on Sales

Posted on July 14, 2010 by myadminComments

Wal-Mart remains the worlds™ largest retailer, even after cutting back on the amount of items stocked on its shelves.

The retailer that boasted more than $400 billion in store revenues in 2009 launched a store remodeling initiative named Project Impact in an effort to boost efficiency and sales. The project started in 2008 and is on track to have reached about 32 percent of its stores by the end of 2010. Forbes reports that the remaining stores should be remodeled by 2014.

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Topics: Customer Experience

It Pays to Have Good Customer Service

Posted on July 9, 2010 by myadminComments

The American Express Global Customer Service Barometer reveals 61 percent of 1,000 American consumers surveyed value quality customer service amid economic instability and will spend 9 percent more at a retailer that offers it.

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Topics: Customer Experience

It's a Woman's Retail World According to One Expert

Posted on July 7, 2010 by myadminComments

Retail guru Paco Underhill cares about what women want so much so that he wrote an entire book on the topic. What Women Want: The Global Marketplace Turns Female Friendly tells a story of how smart businesses are changing to fit the needs of women, a growing group that often already makes up more than half of their customers.

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Topics: Customer Experience

ICC President & CEO David Rich to Speak at In-Store Marketing Summit

Posted on April 16, 2010 by myadminComments

David Rich, President & CEO of ICC/Decision Services, will speak at the sold out In-Store Marketing Summit next week. Appearing with Jim Fuqua, Director of In-Store Experience at SUPERVALU, David & Jim will look at how to measure and impact the true ROI of every program; and how to engage and delight shoppers (and retail partners) every time. Want to know how are you "measuring up" when it comes to executing in-store demos and retail events and who is best in class? David will show examples of who is excelling and who is falling short and why; and will share recent analytics commissioned by ICC/Decision Services exclusively for the In-Store Marketing Institute measuring the in-store experience over a 90-day period in supermarket and mass merchant channels nationwide.

The In-Store Marketing Summit is the premier educational conference for agencies, CPGs, retailers and P-O-P producers looking to improve their retail marketing strategy.

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Topics: News

Pret A Manger...They Get It...Few Others Do

Posted on April 15, 2010 by myadminComments

"My name is Evan Georges. I am the Manager at this Pret Shop."

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Topics: Blog

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Posted on March 20, 2010 by myadminComments

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Topics: Testimonials

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Posted on March 20, 2010 by myadminComments

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Topics: Testimonials

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Posted on March 20, 2010 by myadminComments

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Topics: Testimonials

Customer Experience Synonymous with Operating Strategy

Posted on January 18, 2010 by myadminComments

When you hear the term "customer experience", what is the first thing you think of? Many think of marketing or sales, but how many think of operating strategy? Others immediately think of the expense of running a customer service department. What is often missed is the growth potential and stability of adopting the customer experience into every operational function and decision.

This story on CRM.com discusses the subtle, but very important differences achieved in giving the customer experience a high profile in your day-to-day operations. Here are a few of the major points:

It is true that the customer experience has a lot to do with sales and marketing, but to limit it to these silos is to miss the larger point. Everyone in your organization is a touch point to the consumer.

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Topics: Customer Experience