January 15, 2015 |

Retail’s Future: Where Customer Experience and Employee Engagement Converge

The evolution of customer and employee expectations is impacting business results for all retailers in a big way.

We recently presented new research that quantitatively validates the causal relationship between retail store employee engagement and customer satisfaction--and how that relationship drives business results. Read More

January 8, 2015 |

NRF 2015: Before Deciding Where to Invest, Determine What Your Customers Want

The biggest retail event of the year--the National Retail Federation’s (NRF) “Big Show”--is fast approaching. If you’re planning to attend, you’re likely eager to experience retail’s latest technologies, trends and strategies firsthand. But regardless of what the latest and greatest may be this year, one principle remains constant: the path to retail success begins with satisfied, loyal customers. And satisfied, loyal customers are made when you provide great customer experiences. And understanding how to improve the customer experience starts when you measure the right way. Read More

December 2, 2014 |

What Really Makes Employees Satisfied and Engaged?

Every year, we see headlines touting the results of the latest studies on the American workplace and the mindset of the American worker. And every year, we hear the same thing: average American employees are not satisfied, and it’s primarily because of their bosses.

But is there more to it than that? That’s what the Answers American Employee Study set out to determine. The study applies our proven, patented cause-and-effect methodology to discover what makes American employees satisfied and engaged. Read More

Categories: Uncategorized
January 20, 2014 |

Digital Convergence in Customer Experience

We are in the midst of a shift of how consumers use their mobile devices with retailers. The percentages of buyers and researchers are merging. It used to be that... Read More

Categories: Uncategorized
December 31, 2013 |

Her & The Potentiality of Mobile

I have been thinking about my year-end blog post for some time. Usually, I put together a summary of key mobile industry-themed posts from the year. But then I saw... Read More

Her & The Potentiality of Mobile

I have been thinking about my year-end blog post for some time. Usually, I put together a summary of key mobile industry-themed posts from the year. But then I saw... Read More

Categories: Uncategorized