Business Sustainability Infographic
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Looking Beyond the OBVIOUS: Spotting Customer Experience SUBTLETIES
It doesn’t take a rocket scientist to identify the obvious trend away from brick and mortar in favor of online purchasing. Store closings, layoffs, and predictions of doom haunt many traditional retailers such as the Sears Holding Corporation (parent entity for both Sears and Kmart and an employer of 140,000 people). In a recent SEC filing…
Stepping To The Curb – Go Faster…Make It Easier
It will come as no surprise that consumers today demand effortless and expedited service! Online retailers like Amazon have made shopping easier (24-hours a day, purchasing from the comfort of our home, with no lines at checkout) but they make customers wait for delivery (typically relying on UPS). By contrast, brick-and-mortar businesses have products available…
Walmart, Amazon, Carnival Splendor – A Week of Customer Experience Lessons
What a week it was! With so much in the news touching upon customer service and consumer loyalty, I’m addressing a few tidbits as “teachable moments” or “food for thought.” Wal-mart announced that, for the Christmas season, it would be offering “free shipping” on most online item purchases (irrespective of order value). This announcement sent…
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