Top Stories

Customer Horror Stories

Written by in Consumer Behavior, Customer Experience, Retailer Stories, Top Stories
April 2013 “Hey! There’s a Rat in my Mattress!” Customer: Hello, um, yes I have an issue with a mattress I purchased from your store about six months ago. Customer Service: I’m very sorry to hear that, ma’am. I’d be happy to help you. What exactly is the problem? Customer: Well, the mattress is squeaking and something has been poking me in the back while I sleep. It is very uncomfortable and... Read More

5 Steps to Profitable Mobile Marketing

Written by in Advertising & Marketing, Customer Experience, Technology, Top Stories
April 2013 In previous articles, I’ve discussed the rapid expansion of mobile technology and what questions to ask in devising a mobile advertising strategy. A key takeaway is that customers with smart phones are “on the go” and looking to buy quickly. The Search Agency found that 1 in 4 paid clicks in the United States in Q4 2012 came from smartphones and tablets (mobile devices). Our data shows... Read More

Conversations With Your Presidents—Customer Experience

Written by in Customer Experience, Presidents Blog, Top Stories
April 2013 How do you make customers feel welcomed into your store? Cherie: My store, from layout to product offering, is a direct reflection of my clients’ style and sensibilities. I take my cue from them and I think that is the reason they feel welcome and at home in my store. Valerie: The staff always says, “Welcome to Valerie’s, have you ever been in before?” If they haven’t... Read More

Don’t Aim for Consistency, Aim for Cohesion in Social Media

Written by in Advertising & Marketing, Customer Experience, Top Stories
April 2013 Don’t Aim for Consistency, Aim for Cohesion Social media’s most appealing abilities revolve around content: creating it, sharing it and engaging with it. Quality content will inspire, inform, educate or even entertain your customers (and if you’re really lucky, it does all four!). So if you’re looking to engage with your customers, to keep them coming back for more, follow the tips below... Read More