Blog & Resources

ecommerce

3 Ways the Best Brands Do Omnichannel Right

Have you had enough of the term omnichannel? It blasted into our vocabulary a few years ago, shoving out multichannel as the preferred ubiquitous business speak of our time. Omnichannel paints a picture of an all-knowing customer journey. It’s agnostic ...
omnichannel

Mobile Innovation Is Not About Your Phone!

What if the future of mobile has nothing to do with the phone in your hand? While "Mobile First" has been the mantra for at least the last few years for most smart companies, it's really only taking off now. ...

5 Reasons your Website Users are SO Frustrated

I'd hope by this point anyone reading this blog understands that my passion for customer experience is a holistic one. I don't believe one aspect or theory or channel is the "right" way. I believe it takes a measured, consistent ...

5 Mobile Personalization Tweaks to Keep Customers On Track

We're moving into an age that is becoming more and more mobile. Every conference speaker I've seen for the past several years has discussed the importance of designing customer experiences around our obsession with mobile devices. Who doesn't want to ...

User Experience and Customer Experience: What's the Difference?

All of our customers are users... That may be true, but is there another way to look at the experience? Our Chief Customer Experience Investigator™ Jeannie Walters was part of a panel discussion with a brilliant group of enlightened leaders at the ...

How Stripe Features the End-User Experience to Enhance B2B Sales

What makes a B2B customer experience memorable? Do we really know? When shopping for outside services to help connect us to our customers, we see lots of language about ease of use, cost-effectiveness, and overall efficiency. There may be a ...

What New Omnichannel Trends Really Mean for Customers

Remember when retailers were scared of their online competitors? While talk of customer showrooming and digital detraction are still big, there is a totally opposite trend happening. Retailers who once only sold online are building stores for customers to visit ...

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 ...

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