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: 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: 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: Retail
July 6, 2017 |

Amazon’s Whole Foods deal proves the ‘retail mullet’ is the future of grocery | RetailCustomerExperience

Amazon's multi-billion dollar acquisition of Whole Foods has already sent eruptions throughout the grocery industry, including a decline to stock prices for competitors. It's prompted a slew of commentary from the business media about how Amazon's plans will unfold and the broader industry impact. Surprisingly, not much has been said about the real logic behind the deal, which has far more to do with Amazon expanding into an area it knows it can win, and far less to do with battling rivals such as Walmart. Read More

Categories: Retail
June 21, 2017 |

Wall Street’s reaction to Amazon buying Whole Foods can be explained through CX

The news of Amazon’s Whole Foods acquisition sent the stock prices of many major grocery chains plummeting. At first glance, this may seem odd since Amazon is a relative new... Read More

Categories: Retail
June 14, 2017 |

Tap your customer data to improve customer satisfaction | CMSWire

CX data should be moved to the forefront of any marketing initiative. Below are five reasons why leveraging CX data to a greater extent will improve every customer interaction, and by extension, your organization. Read More