Category: Customer Experience

Where To Go From Here?

By Jen Burns in Customer Experience, Featured on June 30, 2014

blog image

The travel industry is doing well – especially when it comes to online bookings. Sites like Trip Advisor, with over 260 million unique visitors, clearly have a strong presence. Expedia and Travelocity do well too with 34 million hotel rooms per month combined.  

B2B moves to P2P - Part 2

By Marti Tedesco in Customer Experience, eCommerce, Personalization on June 26, 2014

blog image

In my last blog, I mentioned two of the pivotal things B to B marketers have to ask themselves: 1) Does your site play a role in developing the sales dialogue with prospects and 2) will you transact commerce on your site. This time, I wanted to talk about the design elements of the site that come into play.

Get the most out of Big Data NOW

By Dan Darnell in Big Data, Customer Experience on June 2, 2014

blog image

There are several common data mistakes that retailers make in the effort to lead consumers down the path towards making a purchase. Because consumers can now discover, research and buy products online, retailers have access to a wealth of data on their shoppers. Unfortunately, many retailers miss the mark in their attempts to leverage this data and drive conversions.

New Trends and Better Experiences Led by Sales Leaders

By Jen Burns in Customer Experience, Featured, Technology and Science on May 13, 2014

blog image

Sales leaders want their teams to sell more and close more, faster. Yet, some sales leaders are searching for an improved sales performance from their teams, while driving the same old processes and playing the same old game. At the recent Sales 2.0 conference, Tiffani Bova, VP and Distinguished Analyst from Gartner, said “What got us here, isn’t going to get us there”

Content is a Key Player in Successful Merchandising

By Jen Burns in Customer Experience, Retail on April 8, 2014

blog image

Nordstrom. REI. Trader Joes. Pottery Barn. What do all of these brands have in common? A strong presence with content. Yes, content. They spend large marketing dollars on community newsletters and catalogs (which we know from our holiday survey are still widely distributed and enjoyed by consumers).

Retail Analytics: Winners vs. Laggards – How Laggards Could Leapfrog Ahead with Simpler Tools

By Dan Darnell in Customer Experience, Featured, Retail on February 24, 2014

blog image

I found some very interesting insights in the January 2014 report, Retail Analytics Moves to the Frontline., written by Brian Kilcourse and Paula Rosenblum from RSR research. In particular, I was happy to note from the survey that winning retailers have a more data-driven decision making process, focus more on customers and put more information in the hands of front-line ... Read More »

Why User Interface Matters

By Susan Briggs in Customer Experience, Featured on February 10, 2014

blog image

It is well understood that great user interface (UI) design takes complicated business applications and processes and makes them understandable and easy for anyone to use.  Consumer applications often get all of the attention but business users are consumers too.  It’s important that companies keep this in mind when they are designing applications for business users.

Your Virtual Web Shopping Assistant, now in 3D

By Jen Burns in Customer Experience, Featured, Holiday Shopping Survey on January 17, 2014

blog image

In 2024, one of those chat box representatives will visually jump off of your screen and ask you what you need help with on their website. This virtual, three dimensional rep will know all of your shopping history, sizes, interests and payment details and be able to get you what you need within the same day, possibly the same hour. But that’s ... Read More »

When you have $300M to Throw at Your Customer Experience

By Marti Tedesco in Customer Experience, Featured on December 18, 2013

blog image

The old saying goes, “the rich get richer”. In ecommerce this is true as well.  Just take a look at The Home Depot.  They recently blew the doors off of their financial results, outperforming competitors like Lowe’s significantly.  Their sales growth is up around 5%, they are opening new stores, operating margin is up, and in addition to repurchasing shares, their EPS is also up 17% over the same ... Read More »

The .04% Challenge

By Marti Tedesco in Customer Experience on November 27, 2013

blog image

In talking with retail analysts at Gartner (Jeff Roster) and Forrester Research (Penny Gillespie and Peter Sheldon) one thing becomes painfully evident.  Retailers really, really want to become more customer centric and they understand that ecommerce is the way to do this.