How Mobile Devices are Changing the In-Store Experience
In 2013, retail customers expect to have easy access to information from businesses - whether that is product information, customer service or incentives. In turn, reatilers are presented with an...
View ArticleCashing in on the Smartphone Shopper [infographic]
Google recently released a new study revealing 8 in 10 Smartphone Shoppers are using their mobile devices to read product reviews, compare prices, look up product inventory, and leverage coupon codes...
View ArticleDon’t Mourn the Death of the Sales Funnel, Part 1: Turning CPG Challenges...
The traditional shopping funnel is dead. The funnel no longer ends with purchase, but requires more customer engagement since competition is so high. As presented in the whitepaper from Nielsen,...
View ArticleSales Associates Are the Key to Combating Showrooming
Let me begin by stating that the act of showrooming is not a new concept – it has just evolved. Gone are the days when consumers would sit at the table and take retailer X’s flyer and retailer Y’s...
View ArticleDon’t be Scared of the Holidays! 3 Ways to Add Mobile to your Retail Marketing
Since we all love to be scared in October – there are 83 shopping days until Christmas. Scared? If you think October is far too early to be thinking about holiday shopping, you are incorrect. According...
View ArticleFasten Your Seatbelts – Time for Another Ride on the TCPA Rollercoaster
The Federal Communication Commission’s new requirements for “prior express written consent” to send sales or marketing messages to wireless devices goes into effect on October 16, 2013. This FCC...
View ArticleWebrooming: New Addition to the Retail Marketing Language
We set the clocks back on Sunday, and while I enjoyed an extra hour of sleep, it didn’t last long as the sounds of glee came from my kids when they saw all the big toy books in the newspaper. They...
View ArticleA Black Friday Carol
For those readers celebrating the Thanksgiving holiday, below is a playful parody of the retail ‘holiday’ called Black Friday in the US. Enjoy! Inspired by the Charles Dickens’ classic, A Christmas...
View ArticleMobile Was the Gravy on the Turkey Day Weekend [Infographic]
This past holiday weekend, American families gathered for their traditional turkey, football and apple pie. This year, with the controversy over the increasingly early shopping hours encroaching on...
View ArticleHave You Cracked the Customer Loyalty Code?
In a recent blog post titled Converting Loyalty into Economic Advantage, Bain gives us very helpful insights on how to achieve growth through customer centricity. In particular, Bain shares with us the...
View Article3 Ways Mobile Marketing Builds Great Customer Experiences [Webinar]
This week, I will be presenting in a webinar with Vice President & Principal Analyst at Forrester Research Julie Ask on making your customers raving fans of your mobile marketing solutions. Like in...
View ArticleiBeacon Engages Mobile Customers in a Whole New Way
The innovation heating up in the mobile world is the micro-location technology of Apple’s iBeacon. Last week Fortune wrote how iBeacon is the turning point for mobile engagement. And with US retailers...
View ArticleThe Mobile Tide is Rising: Does Your Company Have What It Takes to Float?
Global mobility is growing at a rapid pace. Recent research indicates that mobile penetration has reached 92 percent, and grew by 70 percent between Q4 2012 and Q4 2013. At this rate, IDC predicts...
View ArticleThe Road to Mobile Marketing CX Success! [Infographic]
Mobile Marketing continues on the fast track to transform the Customer Experience (CX) throughout the customer journey. Often times, the mobile customer journey is filled with roadblocks, detours and...
View Article5 Ways to Differentiate Your Mobile Customer Experience
Driving customer loyalty while growing market share means competing aggressively. To do that, you need to differentiate both your products and your customer service. Like many consumers out there, I...
View Article3 Game Changers for Mobile Customer Experience [Webinar]
Today, it’s a mobile-first world, and companies of all sizes are being forced to address demands from mobile consumers. devices and apps. In fact, Yankee Group’s April 2014 Mobile and Connected Devices...
View ArticleMobile Customer Experience: 3 Game Changers Revisited [Analyst Blog]
Genesys recently held a webinar on The Three Game Changers of Mobile Customer Experience. You can view it on-demand here. For today’s blog, the webinar’s guest analyst speaker, Sheryl Kingstone from...
View ArticleGet Ready for Holidaypalooza: 12 Retail CX Blogs
The holiday season is upon us! No matter where you are in the world, the next few weeks are the biggest retail opportunity of the year to connect with customers and drive sales as the year comes to a...
View ArticleElevate Event Experiences with Mobile Messaging
We’ve all had the experience of walking into a corporate event or industry tradeshow without any idea what’s going on or how best to find out. Don’t let this happen at your events! Smart brands today...
View ArticleTop Customer Experience & Contact Center Webinars of 2014
As we bring 2014 to a close, it’s a good time to reflect and catch up on those things you meant to do, but just never found the time. Read a good book. Catch up on your TV shows. Or maybe watch a...
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