Personalizing Service

Do Loyalty Programs Lock-In Loyalty?

Do Loyalty Programs Lock-In Loyalty?

Do loyalty programs really work?  Possibly, but they only generate long-term results when coupled with a human-to-human component.  According to a recent article in The Wall Street Journal, Macy’s Faces a Test of Loyalty, the company recently released a financial statistic rarely disclosed.  Nine percent of Macy’s customers account for 46 percent of their sales. …Continue Reading

Does Self-Serve Drive Customer Loyalty?

Does Self-Serve Drive Customer Loyalty?

The short answer is no. Yes, self-serve can make a customer experience faster and potentially more efficient, but does nothing to create and build customer relationships. Without a human relationship, your business is vulnerable to competition globally, electronically and from a competitor who sets up shop next door. Nearly half of retail workers are at …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

People Powered E-Commerce Sites Will Save The Retail Industry

People Powered E-Commerce Sites Will Save The Retail Industry

Brick & mortar retailers are struggling because consumers prefer to self-serve with e-commerce shopping.  The e-commerce channel reduces human-to-human contact and fails to build lasting customer relationships.  A recently published Retail Dive Consumer Survey found that “only 13 percent said consumers visit stores to pose questions to sales associates.”  Consumers are not “posing questions” in …Continue Reading

2017 Customer Experience Trends

2017 Customer Experience Trends

Innovation that lets firms reach out and touch their customers is moving at warp speed, building on expectations that were unthinkable just five years ago. When today’s consumer has questions about your product, it is no longer acceptable to wait for the answers— they must be addressed in real time or the customer will turn …Continue Reading