Currently viewing the tag: "customer experience"

vickie achee on the grand retail experiment at patagonia

by denise lee yohn on January 24, 2012 · 0 Comments · in business, innovation, marketing, retail

Today’s interview takes a peek behind the curtain at an extraordinary company, Patagonia.  Patagonia is known worldwide as an outdoor clothing and gear brand, but I wanted to better understand the company’s retail strategy.  Who better to ask than the head of marketing for the North America Retail Division at Patagonia, Vickie Achee. A twenty-plus [...]

12 truths to guide retailing in 2012

by denise lee yohn on January 21, 2012 · 0 Comments · in business, innovation, retail

DLYohn 12 Truths to Guide Retailing in 2012 Check out the key points about success in retail from speakers at last week’s NRF’s Retail BIG Show in 2012. View more presentations from Denise Lee Yohn, Inc.

brand experience brief: ihop express

by denise lee yohn on December 19, 2011 · 5 Comments · in brand delivery, brand names, marketing, retail

(Welcome to the latest “brand experience brief” — insights from my audits of new and interesting retail and restaurant concepts.) What:  ihop express test concept from the 1500-unit casual dining chain, IHOP targeted to “Millennials who don’t do breakfast,” the format is intended to give the younger target “an on-the-go option” since they don’t go [...]

brand experience brief: subway café

by denise lee yohn on November 25, 2011 · 4 Comments · in brand perceptions, brand touchpoints, marketing, retail

(Here’s another installment of “brand experience briefs” — insights from my audits of new and interesting retail and restaurant concepts.) What:  Subway Café

culture isn’t enough

by denise lee yohn on November 15, 2011 · 0 Comments · in brand delivery, business, leadership

Culture is quite the hot topic in business these days.  The adage “Culture eats strategy for lunch” has been acknowledged for ages, but it seems the importance of culture is being emphasized now more than ever.

brand experience brief: the walmart.com store

by denise lee yohn on November 11, 2011 · 2 Comments · in brand delivery, brand touchpoints, retail

(This is the first installment of “brand experience briefs” — insights from my audits of new retail and restaurant concepts.) What:  the Walmart.com store

note to ceo: take a crap

by denise lee yohn on October 25, 2011 · 0 Comments · in brand delivery, brand perceptions, brand touchpoints, leadership, retail

I’m guessing most of you don’t frequently have the opportunity to tell your CEO to go take a crap, but that’s essentially what I did last year – and ever since, we’ve had a fruitful and rewarding relationship.

retail evolution

by denise lee yohn on August 9, 2011 · 0 Comments · in brand perceptions, brand touchpoints, business, marketing, retail

In just the past week, I’ve had several conversations about the future of retail – and how drastically shopping as we’ve known it is going to change. From these provocative discussions, it’s become clear to me that retailers must change the way think about and build their brands, or face extinction.

filling shopping bags by filling needs

by denise lee yohn on June 7, 2011 · 0 Comments · in brand delivery, brand touchpoints, retail

For the retail industry, the Great Recession has become the Great Malaise. Last week, Karen Talley reported in the Wall Street Journal that most retailers missed expectations for May. While there were some bright spots, the 25 retailers tracked by Thomson Reuters posted 4.9% growth in May same-store sales, instead of the expected 5.4% gain.

five leading business ideas for 2011

by denise lee yohn on December 9, 2010 · 2 Comments · in brand perceptions, brand value, business, leadership, trends

Change happens.  That’s not just a bumper sticker slogan; it’s the state of business today.  Mastering change requires new ways of thinking, talking about, and doing business. I believe the leading companies in 2011 and beyond will distinguish themselves by embracing these five ideas:

experiencing the sharp experience

by denise lee yohn on October 19, 2010 · 2 Comments · in brand touchpoints, business, leadership

What happens when a $2.1BB+ organization re-commits its 20,000+ people to its vision and values?!   I got to find out last week when I attended “Extraordinary: The Power of Ten” the All-Staff Assembly put on by Sharp Healthcare. Thanks to a generous invitation from Mark Tomaszewicz, the director of The Sharp Experience, I got [...]

keys to compelling customer experiences

by denise lee yohn on July 13, 2010 · 0 Comments · in brand delivery, brand perceptions, brand touchpoints, business, innovation, leadership, marketing, retail

Forrester’s Customer Experience Forum 2010:  Creating Breakthrough Customer Experiences featured a fantastic line-up of speakers — including company leaders from client organizations as diverse as H&R Block, FedEx, and Sprint, as well as thought leaders from Forrester and other service providers. From all of the presentations, it was clear that “creating breakthrough customer  experiences” (defined [...]

the brand promise:reality gap

by denise lee yohn on March 22, 2010 · 4 Comments · in brand delivery, brand tools, business

Attention:  fast food marketers – you’re wasting half of your advertising! But I’m not talking about the waste that John Wanamaker was referring to in his famous quip about not knowing which half of his advertising was being wasted.  I’m talking about the average of 48% of people who say there’s a big difference between [...]

six best practices in retail

by denise lee yohn on March 8, 2010 · 3 Comments · in brand delivery, brand perceptions, brand touchpoints, business, marketing, retail

I’ve been working with a major retail brand and my engagement has included an audit and assessment of retail best practices.  Although most of my work is proprietary, I wanted to share some of my findings here because I’ve found some really interesting patterns.