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
August 8, 2017 |

Solving the mystery of the non-buying consumer | RetailCustomerExperience

With retail and mall traffic down, it's more important than ever to improve conversion metrics, but find it difficult to understand why people visit a store without buying. These "store nonpurchasers" (SNPs) represent a huge chunk of traffic to a store — accounting for up to 50 percent of visitors, according to recent ForeSee research. Read More

Categories: Retail
August 7, 2017 |

Retailers face greater consequences from dissatisfied desktop customers (research) 

Attention retailers: Consumers who fail to accomplish a task when visiting a retail website on a desktop are less satisfied than those who visit from a smartphone, according to new research from ForeSee.... Read More

August 4, 2017 |

The truth about using Root Cause Analysis with Voice of Customer data

As many professionals charged with managing the customer experience at their organization will tell you, being able to effectively leverage Root Cause Analysis (RCA) can be crucial for identifying and addressing customer issues. Using RCA to look... Read More

July 31, 2017 |

VOC Leaders: How AMD uses CX Suite to connect the dots throughout the company 

Advanced Micro Devices (AMD) is a global semiconductor company. It’s technology is found in a wide range of products from major manufacturers such as Microsoft, Boeing, UCR Products, and more. We recently sat down with... Read More

Categories: Client Voices,Retail