Blog & Resources

retail

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. ...

How Does Pricing Affect Customer Experience?

Should you consider pricing as part of the customer experience? It seems so simple, but it's really not! So I'm glad someone has asked me about this. As always, the arc of customer experience fascinates me. The short answer is yes. ...

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 ...

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 ...

Closing the Customer Experience Gap With Mobile

I recently had the opportunity to attend San Diego’s Next Generation Customer Experience conference and present a session on the role of mobile in closing the gap in customer experience. The conference attracted some of the biggest names in customer ...

The Tinderization of Mobile Customer Expectations

The world is changing, and fast. We've come to accept the incredible pace of innovation. But have you thought of how it's impacting your customer's expectations? With the widespread acceptance of apps like Uber and Tinder, customers are demanding more ...

How Customer Satisfaction Surveys Yield Bogus Results

Satisfaction surveys are important to capture customer feedback in a logical and objective way, right? That's the idea, unless the survey is the result of an aggressive salesperson coaching the customer. It most recently happened to me at a mobile ...

New Report Reveals How to Build Customer Confidence in 2015

Customers need reassurance. The latest Retail Customer Experience report, Retail Future Trends 2015, highlights how both consumers and retailers are feeling about trends in retailing. The trends covered include everything from the fall of the shopping mall to the confusion ...

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 ...

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