A couple of years ago, Gartner predicted that by 2019, more than 50% of organizations will redirect their investments to customer experience (CX) innovation. But even if you prioritize CX innovation, you might not know how to actually do it. You might try to innovate in CX by developing new digital capabilities or testing new technologies. […]
In the two years that have passed since I released my e-book, Extraordinary Experiences: What Great Retail and Restaurant Brands Do, the retail customer experience has gotten even more important — and more competitive. The “Amazon effect” has raised everyone’s expectations about how convenient shopping should be. And nearly all companies now expect to compete […]
Shopping has become a means of self expression. As the retail industry continues to fragment and retail brands continue to proliferate, people now make statements to others — and to themselves — by where, when, and how they choose to shop. I was surprised to discover, though, that the shopping-as-self-expression phenomenon originated back in the […]
Amazon has opened a brick-and-mortar retail store, the Amazon Books Store — offering a web-enhanced shopping experience to customers and a Prime membership acquisition tool for the company. Check out this Brand Experience Brief to see inside the store and learn about the retail customer experience it offers. related Brand Experience Briefs: b8ta — a new store for […]
Take a look inside b8ta, a new store for discovering new tech products. Learn how b8ta closes the gap between maker and buyer with a hands-on helpful retail customer experience that is much needed into today’s high tech, omnichannel world. other Brand Experience Briefs: Target Open House connected home store Apple Union Square Best Buy […]
Apple has removed the word “store” from the names of its retail locations. This suggests Apple may be thinking about itself less as a product company and more as an experience brand. This video analyzes the significance of this change and gives you a look at the retail customer experience at the new Apple Union Square in […]
This retail customer experience video audit and analysis takes you inside H-E-B, named The Best Grocery Store in America by Epicurious Magazine and #2 retailer in the Temkin Group’s 2016 Experience Ratings (beating out Amazon and Chick-fil-A). related Brand Experience Briefs: Central Market Boston Marathon Adidas Runbase Whole Foods Detroit transcript: Which grocery store chain was named The […]
What do you get when you combine a museum, community center, and store all focused on promoting running? You get the Boston Marathon Adidas Runbase. This Brand Experience Brief takes you inside this one of a kind venue. other Brand Experience Briefs you might enjoy: Nike vs. New Balance Sport Chalet Liberty Public Market, a […]
Liberty Public Market is one of the newest entries in a growing food retailing trend — the rise of public markets and food halls. This video explains why these venues are so popular and gives you a brief tour of Liberty Public Market in San Diego. DLYohn Brand Experience: Brief Liberty Public Market from Denise Lee […]
Companies like Airbnb and Uber seem to have less control over customer experience and seem to be managing multiple stakeholders whose interests are sometimes at odds. How does that impact the way you design customer experience? This question was posed to Dom Goodrum, VP of Design and Employee Experience at Percolate, a marketing software firm, […]