September 14, 2017 |

Why Apple and Nordstrom are selling experience like a product on store shelves 

Change is inevitable, and for the retail industry this has never been truer than it is now. Many observers bill the recent turbulence as some sort of meltdown or apocalypse, but in reality it’s more like the beginning... Read More

Categories: Insights,Retail
September 5, 2017 |

Retailers: What happens online doesn’t stay online — navigating today’s customer journeys | CustomerThink

The days of being able to easily understand the path your customers take, from start to purchase, is over. Today, consumers have greater choices and their shopping journey has many routes that include smartphones, websites, and physical stores. Read More

Categories: Insights,Retail
August 25, 2017 |

Experience is paramount: Why the ‘Great Retail Apocalypse’ is overblown

The changes in retail have been labeled an apocalypse more than once, but as I’ve said in the past – this is far more about responding to behavior changes and... Read More

Categories: Insights,Retail
August 21, 2017 |

How listening to customer feedback can help you maintain your place at the top | Forbes

Getting to the top of your industry is no easy task, but staying there is a whole different ballgame. Those at the top do, however, have one thing in common: They understand the value of a winning customer experience (CX) strategy, and they measure it effectively to produce a CX currency that can be utilized by executives and team members at every level of the company. Read More

Categories: Insights,Retail
July 27, 2017 |

Retail’s new normal: 3 trends stores must embrace to win | Forbes

You need only look at Wall Street's reaction to the nearly $14 billion acquisition of Whole Foods – or the multitude of headlines about brick-and-mortar locations doubling as distribution hubs – to see that a new normal is on the horizon for the retail industry. Retail consumers today are adapting to new shopping norms that include more choices, co-browsing (in-store while shopping on a mobile device) and higher expectations. So what are today's retail leaders doing to ensure future success? Read More

Categories: Insights,Retail