Kevin Leifer
What Amazon Can Learn From Apple’s Brick-And-Mortar Success
Photo Credit: iStockPhoto Amazon is stepping out into the world. The real world. In November 2015, the online retail giant opened its very first brick-and-mortar bookstore. Apart from the strength of its brand, there are two reasons Amazon is betting on the store’s success. First,…
Why Your Omnichannel Experience Is Falling Short (And What To Do About It)
Photo Credit: iStockPhotos Before you can master the omnichannel experience, you need to measure it the right way. But many retailers aren’t. They’re relying on lagging indicators, like point-of-sale data and customer complaints, to gauge their performance. This is no way to delight customers or…
Moving From Reactive To Proactive Customer Experience
Photo Credit: iStockPhoto A reactive customer experience is the kind that manages customer reactions instead of customer expectations and needs. It’s an outdated approach that aims to mostly put out fires. Businesses creating a reactive customer experience are usually businesses that believe that investing in…
How Smart Suggestive Selling Can Help Starbucks (Re)build Loyalty
Photo Credit: iStockPhoto To make an omelet, you have to break a few eggs. Many retailers aren’t willing to brave the mess. Starbucks clearly is. Last year, thanks to the My Starbucks Rewards program, the coffee giant enjoyed unprecedented sales increases. In Q3 2015 alone,…
Maximize Your Mystery Shopping ROI With This Simple Checklist
Photo Credit: iStockPhoto Is your Mystery Shopping Program a waste of time? This question might seem odd, coming from us. But it’s a crucial one. Many retailers kick off mystery shopping programs with the best of intentions. They understand the unique importance and value of…
Marketing and Associate Training: The Yin and Yang of Customer Experience
Photo Credit: iStockPhoto Marketing and associate training are inextricably linked. They’re the yin and yang of customer experience. Or at least they should be. When you make a brand promise, you’re communicating values and priorities. You’re creating an expectation about what a relationship with your…
Why We Love Negative Customer Feedback (And Why You Should Too)
Image Credit: iStockPhoto Bill Gates famously said, “Your most unhappy customers are your greatest source of learning.” Imagine if Gates hadn’t bothered to ask for feedback or address his customers’ concerns. Would Microsoft have become the iconic brand it is today? Not by a long…
How A Leading Retailer Uses Mystery Shopping To Deliver An Exceptional Customer Experience
Image Credit: iStockPhoto The Walking Company, a footwear retailer with 215+ locations nationally and brands such as ABEO, Dansko, Ecco and Ugg, is "The World’s Largest Specialty Retailer of Comfort Footwear". It’s a product pitch with undeniable appeal. But according to Barry Weinstein, the company’s…