September 22, 2016 |

Etsy understands the value of investing in technology to improve CX

For retail companies, providing a stellar customer experience translates to improved sales, higher loyalty, and more return business. But creating — and maintaining — a great CX can prove difficult,... Read More

Categories: Retail
September 14, 2016 |

How Apple’s ‘courage’ to ditch the headphone jack relies on customer satisfaction

There are a lot of people poking fun at Apple’s Phil Schiller for saying that the company’s decision to ditch the headphone jack on the new iPhone 7 came down to having the “courage” to create a better solution for how people listen to audio. The comment left Mr. Schiller wide open for ridicule, but being in the business of measuring customer experience I definitely interpreted it much differently. Read More

Categories: Retail
September 2, 2016 |

Start with web measurement, but don’t stop there

When I started working in customer experience (CX) more than a decade ago (the dark ages — before it was even called CX!) almost nobody was measuring the customer experience... Read More

August 26, 2016 |

How retailers can nail the ‘Buy Online, Pickup In-Store’ experience

For a variety of brick-and-mortar retail companies, there’s an expected practice of allowing customers to purchase products online that they later pick up at a nearby physical store. Nearly one-third... Read More

Categories: Insights,Uncategorized
July 14, 2016 |

Declining Facebook Engagement? Focus On Satisfaction Instead.

Many of you may have heard that social network giant Facebook recently decided to make a significant change to the algorithm that governs what appears in a person’s main news... Read More

Categories: Insights
July 7, 2016 |

Christmas In July: What Retailers Should Know About The Lure Of The Deal

It’s summertime, and while the rest of us are barbecuing, retailers are already planning their holiday strategies. I thought it might be useful to take a look back at some... Read More

Categories: Retail