Post By Jeannie Walters

CVS Sacrifices Billions for Long-Term Delivery on Brand Promise  Feb 07, 2014 11:59 AM By Jeannie Walters

But understanding who you are as a brand and organization is the first step to delivering a superior customer experience. You don’t have to be all things to all people. You have to be the right things to the right people.

5 Retail Customer Experience Predictions for 2014  Feb 05, 2014 10:36 AM By Jeannie Walters

The customer experience is one of constant change. And customers are expecting retailers to keep up, regardless of the channel. Here are a few things we might get to see in 2014.

5 Common Human Errors in Ecommerce Usability  Oct 31, 2013 12:25 PM By Jeannie Walters

When rolling out a new or refreshed ecommerce platform, it’s important to receive the “All Ok!” from Quality Assurance testers.

5 Ways to Consider How Multichannel Customers Shop  Aug 18, 2013 1:07 PM By Jeannie Walters

Back to school shopping is the first “season” to set the stage for how to serve your multichannel customers. With the expected revenue of more than $26 billion from this season alone, parents admit to more mobile price checking while in-store. Consider what parents and students are really seeking.

Customers Want Convenience on Their Terms, Not Yours  May 15, 2013 3:25 PM By Jeannie Walters

Convenience is continuing as a key driver in loyalty for most customers. 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. Convenience, according to Merriam-Webster, is “something (as an appliance, device, or service) conducive to comfort or ease.” […]

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