Blog & Resources

Amazon

Customers Want Convenience on Their Terms, Not Yours

Customers want convenience on their terms, not yours. With busier schedules and comfort with ecommerce, customers are choosing those brands who provide convenience in the way they like – not the other way around. If you are among these brands, ...

Is Mobile Customer Experience Harder?

40% of ecommerce executives believe it's harder to deliver a positive customer experience on mobile than online. And the number one issue they see? Navigation and findability for mobile users. I find a lot of the discussion about mobile navigation ...

Mastering Monster Loyalty, Lady Gaga Style

With all the talk of understanding customers, it's sort of amazing we haven't had this discussion before. OF COURSE Lady Gaga is an ideal role model for anyone who wants to focus on community building and customer loyalty. Now available ...

5 Customer Experience Innovation Killers

It's not surprising to hear that many leaders at companies believe they are investing in innovation. What might be surprising is how that investment is not paying off. Many of the ways traditional companies are organized create not only a ...

What Does Customer Experience Innovation Mean?

It's March! Can you believe it? This month, we're tackling the idea of innovation. Too often, we believe, innovation is housed in the R&D department. It's cloaked in secrecy until it becomes something - a new product? A stunning ad? ...

Holiday Experience Shopping

My friends are lamenting about the holiday season already. Stress. Lots and lots of stress. Have you remembered everyone? What do you need to take care of to make sure you can host 100 people for dinner? What about the ...

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