The Retail Trends Report from Retail Customer Experience is full of valuable insights on both consumers and retailers and how they’re feeling about the way we are shopping today. The retailers discussed technology and mobile, and concern about subjects like Bitcoin and beacons, but when asked about current operational challenges, their #2 and #3 answers were: 2. Customer engagement […]

Sometimes usability testing drives me bananas. We’re testing things we already know. We’re proving common sense. We’re spending lots of time and resources to get the answer we already know. If you’ve spent any time observing usability tests, you know what I mean. We, meaning all of us humans, know what’s right a lot of […]

The following is a Best of 360Connext post. As Dr. Phil likes to say, “People do what works.” If it works to ignore loyalty, people will continue to do that. Consider how most business leaders and sales teams are compensated. It’s all about the NEW. New sales, new clients, new customers. Growth in the market […]

A group of grocery stores is causing a stir in Chicagoland. Mariano’s, owned by the larger Roundy’s organization, moved into the Chicago market a few years ago and continues to gain fans. With the personalized service, outstanding selection and in-store cafe options, they’ve built a loyal following of customers. I didn’t have much experience with […]