October 19, 2017 |

VOC Leaders: How Vera Bradley is closing the gap on ‘Store Non-Purchasers’ with CX intelligence

Vera Bradley is an apparel retailer that specializes in women’s accessories and handbags that cares deeply about the satisfaction of its customers. We sat down with Vice President of Retail... Read More

Categories: Client Voices,Retail
October 5, 2017 |

The blind spot in the Walmart-Google partnership against Amazon | MediaPost

It's easy to see why some observers of the recent Walmart-Google team-up would see this as a huge equalizer in both companies' efforts to stay competitive with Amazon. But that's probably the last thing it'll do. If Walmart truly wants to gain ground on Amazon, it'll need to lead by improving its customer experience strategy rather than piggybacking on Google technology in exchange for precious customer data. In doing so, Walmart has a pretty huge blind spot in its logic for the deal that comes down to digital contribution — or the contribution each portion of the customer's journey that contributes to the overall sale. Below are a few insights showing why this is more likely to boost Google than help Walmart compete against Amazon... Read More

Categories: Insights,Retail
September 22, 2017 |

VOC Leaders: How West Marine saw an increase in store traffic thanks to CX intelligence

Benazir Shaikh is User Experience Analyst at West Marine, the largest specialty retailer of boating supplies and accessories, with more than 260 stores located in 38 states and robust mail-order... Read More

Categories: Client Voices,Retail
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 12, 2017 |

5 steps retailers can take now to compete this holiday shopping season 

For retailers, it’s never too early to start thinking about how to beat competitors this coming holiday shopping season – including looming competition from Amazon and its attractive free shipping options. Not every... 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