Tag Archives: customer satisfaction

Time to Close the Customer Experience Gap

Customer experience includes all interfaces that firms have with people. A great experience leads to satisfaction and repeat business. Accordingly, closing the customer experience gap is vital. Closing the Customer Experience Gap Some firms are rather weak in this area … Continue reading

Posted in Part 1: Overview/Planning, Part 2: Ownership, Strategy Mix, Online, Nontraditional, Part 3: Targeting Customers and Gathering Information, Part 7: Communicating with the Customer | Tagged , , , , | Leave a comment

Next-Day Delivery and Same-Day Delivery

Next-day delivery and same-day delivery are hot shipping topics. And they impact shopping. Their use will grow for the foreseeable future.   Background For a long time, buyers knew mail and deliveries would take days or weeks. In fact, the … Continue reading

Posted in Part 2: Ownership, Strategy Mix, Online, Nontraditional, Part 3: Targeting Customers and Gathering Information, Part 5: Managing a Retail Business, Part 6: Merchandise Management and Pricing, Part 7: Communicating with the Customer, Uncategorized | Tagged , , , , , , | 1 Comment

JetBlue’s Innovative Customer Service Software

JetBlue is known for its superior customer service. This helps engender customer loyalty, According to fliers’ ratings of the airline industry (as reported by the American Customer Satisfaction Index), JetBlue is the highest-rated domestic airline for customer satisfaction. To make … Continue reading

Posted in Part 3: Targeting Customers and Gathering Information, Part 7: Communicating with the Customer, Technology in Retailing | Tagged , , , , , | Leave a comment

Supermarkets and Healthy Cereal

McDonald’s and Coke know many consumers want healthy food and beverages. As a result, they added to their healthy offerings. Our posts on healthy foods include these. McDonald’s: Healthier Menu Still a Work in Progress.   Are YOU Prepared for Today’s Health-Conscious … Continue reading

Posted in Part 3: Targeting Customers and Gathering Information, Part 6: Merchandise Management and Pricing, Part 7: Communicating with the Customer | Tagged , , , , , , | Leave a comment

Observations from 234 Entrepreneurs!

We can learn a lot from successful entrepreneurs in terms of how to start a business, how to scale a business, and how to stay inspired. Recently, Tracey Wallace published (for Big Commerce) “234 American Business Owners on Starting, Scaling, … Continue reading

Posted in Career Useful Information, Careers in Retailing, Part 2: Ownership, Strategy Mix, Online, Nontraditional, Part 4: Store Location Planning, Part 6: Merchandise Management and Pricing | Tagged , , , , , , | Leave a comment

Retailers Need to Do Better with Loyalty Programs

As we have reported before (click here, for example), the quest for customer loyalty continues to be both a critical goal and a major challenge for companies of all types and sizes. Given the importance of customer loyalty, why don’t … Continue reading

Posted in Part 2: Ownership, Strategy Mix, Online, Nontraditional, Part 3: Targeting Customers and Gathering Information, Part 6: Merchandise Management and Pricing, Part 7: Communicating with the Customer | Tagged , , , , | Leave a comment

2017 Temkin Customer Experience Ratings for Retailers

Each year, Temkin (a customer experience research and consulting company) conducts customer experience surveys. For 2017, the firm surveyed 10,000 U.S. consumers on 331 companies across 20 industries: “The Temkin Experience Ratings are based on consumer feedback of their recent … Continue reading

Posted in Part 1: Overview/Planning, Part 2: Ownership, Strategy Mix, Online, Nontraditional, Part 8: Putting It All Together | Tagged , , , , | 1 Comment