Recent Customer Experience Blog Posts by Richard Shapiro

Can E-commerce Sites Create Personalized Customer Relationships?

Can E-commerce Sites Create Personalized Customer Relationships?

Can e-commerce sites create personalized customer relationships? As a customer loyalty thought-leader, my answer is always, emphatically, “yes”. Unfortunately, most e-commerce sites are missing a human component and fail to make that critical personal connection. The strongest loyalty or bond is between two people and not a brand or retailer.  Of course, there are exceptions …Continue Reading

The Customer is Always Right

The Customer is Always Right

“The customer is always right” is a mantra urging service staff to give high priority to customer satisfaction.  The slogan was popularized by pioneer successful retailers like Harry Gordon Selfridge, John Wanamaker and Marshall Field. They thought that customer complaints should be treated seriously so customers did not feel cheated or deceived. Whenever I am …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

2017 Retail Trends

2017 Retail Trends

2016 was an exciting year for the retail industry. A parade of innovative options, widgets, and new players wowed consumers and continue to drive a sea change in their preferences and expectations. Online and brick & mortar retailers alike found themselves scrambling to stay relevant and competitive. We’ll see more of the same in 2017, …Continue Reading

Amazon’s Echo Phase II – Watch Out!

Filed in Blog, Retail by on October 31, 2016 0 Comments
Amazon’s Echo Phase II – Watch Out!

In July of this year, Amazon started offering Echo-only deals to encourage customers to shop with their signature voice. The Echo device, nickname Alexa, was first launched in early 2015. Alexa is your friend, capable of voice interaction, music playback, making to-do-lists, setting alarms, streaming podcasts, playing audiobooks, and providing weather, traffic and other real …Continue Reading