Tag: customer experience

Talking About Repeat Business is Worth Repeating

Talking About Repeat Business is Worth Repeating

It’s rare that retailers ever talk about or report statistics on repeat customers. Stats are publicized on store over store results, year-by-year. But, that’s it. If you google repeat business, a Bain & Co. study from 2000 pops-up. Yes, the most recent study appears to be 18 years old. That study found that increasing customer …Continue Reading

Retailers are Focusing on The Wrong Experience

Retailers are Focusing on The Wrong Experience

Retailers can learn important lessons from studying kiranas, mom-and-pop stores in India. In our present day quest to design the most efficient and enticing shopping experience, complete with the latest technology, retailers miss what is really essential.  Kiranas are small spaces, packed to the brim with merchandise.  Catering to a neighborhood population, the kirana offers …Continue Reading

Self-Service Brick & Mortar Stores Leave Your Brand Vulnerable to the Competition

Self-Service Brick & Mortar Stores Leave Your Brand Vulnerable to the Competition

Self-service brick & mortar stores don’t make sense. Removing the human component from the transaction results in just an exchange of goods and services for money, devoid of any connection. Customers want a human touch, even if they don’t know it.  Once it happens, the customer looks forward to a repeat performance. The associates make …Continue Reading

Invite a Human To Sit at the Table

Invite a Human To Sit at the Table

Every time I go to a trade show, I get a bad feeling. There are a thousand booths and each one is exhibiting “the most innovative technology” focusing on improving the customer experience.   Early on, Jeff Bezos, Amazon’s CEO and founder, brought an empty chair into his meetings so leadership teams were forced to think …Continue Reading

The More, The Merrier! Staff to Help Customers in Grocery Stores

The More, The Merrier!  Staff to Help Customers in Grocery Stores

We all have to eat.  Where we buy our groceries is a matter of choice and there are many.  However, even with the option of the digital marketplace, Americans shop at the physical grocery store and spend a good portion of their budget there.  According to a Wall Street Journal article by Heather Haddon, on …Continue Reading