Search results for "Customer Experience"

Customer Experience Customer Engagement
2 Minute Read
Retailers Go Experiential to Stay Relevant

Lately, the mantra for retail seems to be "evolve or die." In the wake of Macy's announcement that it will be closing 100 of its 700 stores next year to divert resources to online, retailers seems to be scrambling to find ways to stay relevant.

Aug 15, 2016
Customer Experience Data Analytics
5 Minute Read
For Better Data-Driven Results, Don't Forget the Human Touch

A few weeks ago I received a box full of clothes even though I hadn't purchased them. This wasn't a fortuitous accident (although that would have been great). The clothes were sent by the company Stitch Fix. How it works is shoppers create a profile about their clothing size and style preferences and a stylist with the aid of algorithms selects merchandise that may appeal to each customer. Customers only pay for the items that they decide to keep and send the rest back (with free shipping).

Aug 11, 2016
Customer Experience Customer Strategy
M&A Due Diligence: Evaluating the Customer Fit

When company executives explore mergers and acquisitions (M&A), they typically focus their due diligence on key areas such as the strategic fit between the two companies, whether margins for the target company are growing or shrinking, liabilities held by the target company, whether there's an overlap between the respective customer bases, if there are any hidden dangers lurking with systems integration, etc. Ultimately, the goal of such deals is to increase shareholder value. Going forward, leaders from acquisition-minded companies may want to examine not just the physical and technology assets under consideration but also how well and whether customers from target companies represent a good fit.

Aug 09, 2016
Customer Experience Customer Strategy
5 Minute Read
Pokemon Go's Customer Experience Lesson

The Pokemon Go phenomenon is not only about adopting technology or using new, cutting-edge features; it is also about designing a sticky experience that is enabled by the ways customers are changing.

Aug 05, 2016

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