Coupons & Promotions: Enhancing Customer Experience at the Cost of Your...
In order to be successful in any business, you’ve got to have limitations on just how far you’ll go for your customer. Earlier this week, we focused on how setting certain boundaries can actually...
View Article3 tips to ensure your Mystery Shopping program success
Too often, businesses make the assumption that installing a mystery shopping program will guarantee increased customer satisfaction and sales growth. In reality, retailers play a large part in the...
View ArticleLocal Response Aggregates Social Media Posts to Find Your Customers
Local Response is a new tool that promises to aggregate social media posts to find your customers based on the things they are posting online. It is based on the premise that as a business owner, you...
View ArticleQR Code Promotions: A Modern Take on Scratch and Save?
There is a world of opportunity for retailers looking to get creative in their use of QR codes to generate a little bit of customer interest. However, it would seem that too many have limited...
View ArticleAligning the Expectations of Your Customers
This week, Jon Steinberg of Buzzfeed wrote about the challenges that all businesses face with their consumers and how you can recognize when you’re dealing with a customer that is really not a...
View ArticleAmazon Starts Flash Sale: Late to the Party or Trendsetting?
We are used to seeing Amazon as a leader in e-commerce. In many ways, it is a bit surprising that they have come so late to the party with the introduction of their own flash sale site, Myhabitat. But...
View ArticleParking Lot Business
If the corner market is a microcosm of a bigbox retail store, then a parking lot is a petrie dish where the DNA of all business can be examined unencumbered by the trappings of normal corporate life....
View ArticleImproving The Perception That Retailers Don’t Care About Customer Service
Would it be a surprise to you if I said consumers are critical? Probably not – but you may be thinking “who, me?” According to the Walmart cashier that rang me out this evening, angry customers are...
View ArticleTell Me What Really Happened
When you call an airline and try to rebook a flight, minutes can seem like hours. When you are calling in advance of a natural disaster while the Weather Channel is spinning apocalyptic predictions and...
View ArticleThe Ladders Has a Misstep
This week, Marc Cenedella, the CEO & Founder of TheLadders.com, announced in a blog post and email that it was expanding to help anyone who was looking for a job or someone to fill a job,...
View ArticleProtecting Retailers From The “Flash Rob” Trend
© Copyright Richard Wood via Flickr Flash mobs have become a major trend. They’ve even been featured in Hollywood movies, often with a group of people in a public place breaking out in a choreographed...
View ArticleHelping You Make Things Less Complex
Customer Experience programs come in all shapes and sizes. It can be overwhelming. We at ICC strongly believe in a balance of objective and subjective feedback, a bias for action and a win-win...
View ArticleWhen Does The Customer Experience Begin?
Earlier, we examined when a customer experience ends at a retail store, but when does the experience actually begin? Here are several examples of companies in various industries who have examined the...
View ArticleNo Rain, No Rainbows
What do you do with almost $10,000 worth of merchandise that you can’t return to online retailers because their return procedures are so dysfunctional? If you are STELLAService, you break out the...
View ArticleLululemon –“It can’t be that simple.”
In an age when most retailers are spending their time gathering large amount of data on their customers through surveys, social media and just plain begging to leave feedback, Lululemon Athletica Inc...
View ArticleCustomer Experience Programs Rule The Day
The customer is always right. Right? Probably. Sure, there are occasions when a client is mismatched with a service provider, but if the customer experience strategy is properly developed, it will...
View ArticleHow Suggestive Selling Can Impact Retail Revenue
I admit it. I am a coffee junkie. Well, not so much a junkie as a “regular” at a coffee shop down the block from my office. Each morning on my way to work I stop in to get my coffee. I had a fun...
View ArticleWhy Customer Experience Matters
Retail sales environments will turn on a dime. In a market environment where margins are becoming tighter and customer service demands are increasing, retailers of all types are constantly looking for...
View ArticleIncreasing Retail Business During the Holidays
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…...
View ArticleMaking the Most of the Holiday Shopping Season in a Sluggish Economy
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...
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