Customer Experience

7 Tips to Turn First Time Shoppers Into Repeat Customers

7 Tips to Turn First Time Shoppers Into Repeat Customers

Brick & mortar retailers are complaining about the dramatic reduction in customer traffic.  But, very few companies have a plan in place to turn a first time shopper into a repeat customer. In fact, most companies don’t have that concept, creating repeat business, front and center as a vital piece of their overall approach.  Most …Continue Reading

Retailers, Wake-Up and Smell The Groceries

Retailers, Wake-Up and Smell The Groceries

Like other companies in various market sectors, the grocery industry is the next collapsing domino. Every day there is news about the grocery industry; the demise of Whole Foods, a new kind of food store, Amazon-Go, and the fast growing online grocery shopping. It’s not too late for the industry leaders to take steps to …Continue Reading

When Did Uber’s Rating System Become Worthless?

When Did Uber’s Rating System Become Worthless?

When I first starting using Uber in 2015, I wrote a blog about how surveys are a waste of time unless the ratings have validity. Now, two years later, it is confirmed, in my opinion as a loyal Uber patron, that Uber ratings are worthless. Have you ever requested an Uber and noted that the …Continue Reading

Retailers are making a huge mistake; 7 tips to fix it

Retailers are making a huge mistake; 7 tips to fix it

It’s not a future trend anymore; shoppers are purchasing online and picking up products in a physical store. It’s an easy and convenient way for a brand to provide instant gratification.  The e-commerce shopper is now present at your physical store.  What is the next step?  This is a golden opportunity for a retailer to …Continue Reading

Retailers Should Have Hired Consumer Affairs Executives Years Ago to Bridge Brick & Mortar and E-commerce

Retailers Should Have Hired Consumer Affairs Executives Years Ago to Bridge Brick & Mortar and E-commerce

A hidden gem is something which is extremely outstanding and not many people know about.  The Consumer Affairs departments within major consumer product companies is one such gem. If retailers had included Consumer Affairs executives in strategy sessions to discuss how to add e-commerce to their mix, e-commerce never would have been set up as …Continue Reading