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Customer Experience Lessons from the NBC Olympic #epicfail

What retailers can learn from viewer frustration at NBC Olympic coverage.I watched Bruce Jenner before he was a Kardashian.  I cried when Nadia Comaneci scored a perfect ten.  I ran the school track barefooted because Zola Budd rocked....

Posted July 31, 2012    

All Hail the Hippocratic Oath of Customer Experience

Retailers should follow the Hippocratic Oath when dealing with customers.Hippocratic Oath of Customer ExperienceFor thousands of years, physicians have been taking the Hippocratic Oath to “first do no harm”.  This philosophy is also excellent...

Posted July 17, 2012    

Fifty Shades of Frustration: Why Women Hate Best Buy

Women retain cortisol longer than men so this visual cacophony could have longer lasting effects.It is the Saturday before Father’s Day and I’m sitting at the Cold Stone Creamery with my son.  That’s when I notice something strange—even eerie....

Posted June 22, 2012    

You Had Me at Hello but… : What Big Data and Neuromarketing Miss

I’m a geek.   I love big data and ferreting out patterns.  Nothing fascinates me more than the burgeoning field of neuromarketing.Like most marketing geeks, I read the New York Times article about Target using statistics to predict...

Posted May 25, 2012    

Gen Y and Self-Service: A Love Story

I just finished interviewing retailers about their employee challenges.  By far, the largest complaint was about managing Gen Y.  Now those same complaints were being echoed again.They are lazy.They don’t want to pay their dues.What...

Posted May 22, 2012    

Six Retailers Who Blew It- BIG

Six Retailers Who Blew It –BIGWhen I give presentations, I typically like to use case studies to show customers best practices.  However, it is frequently the object lessons of those who blew it that clients find most interesting.  While...

Posted May 11, 2012    

To Ignite Your Customers, Fire Up Your Employees

The connected customer can find anything they want. Your employees can differentiate the experience and your brand.I’m one of those connected customers.  I scan QR codes.  I read product reviews.  I’m never without my phone and it is...

Posted May 8, 2012    

To Ignite Your Customers, Fire Up Your Employees

The connected customer can find anything they want. Your employees can differentiate the experience and your brand.I’m one of those connected customers.  I scan QR codes.  I read product reviews.  I’m never without my phone and it is...

Posted May 8, 2012    

The Elegance of Simplicity: Creating Experiences the Drive Purchase

It’s 9 pm and my son has fried his computer.  I’m not entirely sure what that is oozing from the bottom. He fervently denies that he had any liquids in the vicinity.  I’m prone to believe him since it smells like olive oil.  As soon...

Posted May 7, 2012    

The Elegance of Simplicity: Creating Experiences the Drive Purchase

It’s 9 pm and my son has fried his computer.  I’m not entirely sure what that is oozing from the bottom. He fervently denies that he had any liquids in the vicinity.  I’m prone to believe him since it smells like olive oil.  As soon...

Posted May 6, 2012    

 
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