Sheridan Orr

Customer Experience Lessons from the NBC Olympic #epicfail

I watched Bruce Jenner before he was a Kardashian. I cried when Nadia Comaneci scored a perfect ten. I ran the school track barefooted because Zola Budd rocked. Therefore, I eagerly anticipate the Olympics. With this joie to vivre, I opened a...

The Curious Incident of Employees, Social Media and a Brand

Burger King was thrust into crisis mode when a photo of an employee abusing the lettuce went viral How can three employees, a smart phone and a social website throw a major company into crisis mode? You might want to ask Bryson Thornton, director of...

The Hippocratic Oath of Customer Experience

Retailers should follow the Hippocratic Oath when dealing with customers. Hippocratic Oath of Customer Experience For thousands of years, physicians have been taking the Hippocratic Oath to "first do no harm". This philosophy is also excellent advice for anyone dealing with customers rather than patients.…

Meet Your New Gift Registry: Pintrest

Pintrest makes an excellent gift registry for all occasions. I'm planning a party for my younger sister. Usually, I flip through magazines or ask friends for ideas. However, this time I went straight to Pintrest. As I feverishly pinned for the party, I found...

Is Your Customer Experience Smashable?

Joshy enjoys his extended vacation at the Ritz-Carlton When was the last time your loss prevention team became an Internet sensation because of excellent customer service? Well, that's what happened when Joshy went missing. Joshy is the beloved stuffed Giraffe of the youngest member of…

Fifty Shades of Frustration: Why Women Hate Best Buy

Women retain cortisol longer than men so this visual cacophony could have longer lasting effects. It is the Saturday before Father's Day and I'm sitting at the Cold Stone Creamery with my son. That's when I notice something strange—even eerie. Women are rushing...

Four Hot Retail Trends Made Better by Customer Self-Service

Even iconic Liberty is setting up a temporary location to attract Olympic visitors London is buzzing this summer. People flocked to the city for the Diamond Jubilee. While it captivated the world's attention, it was just a warm up for the Olympics. ...

You Had Me at Hello but

Target uses big data to target women entering their second trimester I'm a geek. I love big data and ferreting out patterns. Nothing fascinates me more than the burgeoning field of neuromarketing. Like most marketing geeks, I read the New York Times article...

Gen Y and Self-Service: A Love Story

I just finished interviewing retailers about their employee challenges. By far, the largest complaint was about managing Gen Y. Now those same complaints were being echoed again. They are lazy. They don't want to pay their dues. What exactly are they wearing? And do...

To Ignite Your Customers, Fire Up Your Employees

The connected customer can find anything they want. Your employees can differentiate the experience and your brand. I'm one of those connected customers. I scan QR codes. I read product reviews. I'm never without my phone and it is loaded and ready...

The Elegance of Simplicity: Creating Experiences the Drive Purchase

It's 9 pm and my son has fried his computer.  I'm not entirely sure what that is oozing from the bottom. He fervently denies that he had any liquids in the vicinity.  I'm prone to believe him since it smells like olive oil.  As...

Six Retailers Who Blew it– BIG

When I give presentations, I typically like to use case studies to show customers best practices. However, it is frequently the object lessons of those who blew it that clients find most interesting. While doing research for an upcoming engagement, I found...

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