Retail & E-Commerce

  • Digital Transformation at Sears Holdings

    Data-driven Personalization Fuels a Member-Centric Strategy

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    Since 2009, Sears Holdings (Sears, K-Mart and related brands) have promoted a rewards program called "Shop Your Way" to turn shoppers into members. The loyalty program is supported by big data analytics and targeted, personalized marketing. At the same time, the retailer has innovated in cross-channel customer experience.
    Jul. 16, 2015
    Strategies
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  • CVS Makes It Easy to Reap the Value of Loyalty

    Making Savings Relevant, Easy, and Obvious!

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    Does your organization offer a rewards program that encourages loyalty, spending, and makes customers feel good about doing business with you? You can learn some lessons from CVS!
    Dec. 11, 2014
    Strategies
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  • Are Your Daily Deal Customers Just One-Night Stands?

    How Might You Convert Them to Loyal, Repeat Customers?

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    Merchants who invest in daily deal discounts to court new customers need to follow up with planned marketing campaigns or the new customers might just be a “one-night stand.”
    Jul. 31, 2014
    All Members
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  • Do You See What I See?

    Why Customer Service Reps Need to Be Able to Access What Customers Actually Saw

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    When customers can see information within their account pages on your website that your support agents can’t see, how can they trust your CSRs to really help when there are problems?
    Jun. 19, 2014
    All Members
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  • Amazon Covers the “Last Mile”

    Can the Etailer Improve on UPS, et al. to Create a Customer-Delighting Delivery Service?

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    Amazon will deliver packages the “Last Mile.” How can they improve on what UPS, FedEx, and the USPS are doing to delight customers?
    May. 1, 2014
    Strategies
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  • How to Offer a Little Extra to Delight Customers

    My Most Recent Favorite Customer Experience Practices

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    Go beyond good – surprise and delight people with unexpected customer service. See examples from Amazon.com, Trader Joe’s, CVS, and BoltBus, with extrapolations for B2B organizations.
    Feb. 19, 2014
    All Members
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  • Recovering from the Crisis of Missed Holiday Deliveries

    How Well Are Etailers and Shippers Dealing with Customers’ Anger?

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    With so many packages not delivered in time for the holidays, etailers and delivery companies had a lot of explaining to do and apologies to make. What can be done to avoid this type of customer experience disaster next holiday season?
    Jan. 10, 2014
    Strategies
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  • My 2013 Holiday Customer Experience Heroes

    Lessons to be Learned from Customer Support at Small Companies: Standing Stone Farms and Geoff & Drew’s

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    Small businesses often provide the best customer experience because they offer a personal experience. What can your organization learn from these small companies?
    Dec. 19, 2013
    Strategies
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  • Why I Am No Longer a Sears Customer

    Sears.com Fails to Deliver on Promises

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    Sears has failed this shopper for the last time! Read the sad, sad story of hours wasted, responses not received, and powerless customer service agents following self-serving customer service practices.
    Dec. 5, 2013
    All Members
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  • Customizing Greeting Cards Online

    How Well Did American Greetings and Hallmark Meet My Customer Scenario?

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    Going through a card-buying scenario identified some important lessons for all businesses about keeping promises and providing a seamless experience throughout your customer ecosystem.
    Jun. 20, 2013
    Strategies
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  • CX Audit: JCP.com

    Is Jcp.com Strong Enough to Help Save JC Penney?

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    JC Penney is in crisis. Can the 15 year-old etailing site, jcp.com, help turn around this failing American brand?
    Apr. 18, 2013
    Strategies
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  • What Makes Amazon Tick?

    Understanding the Levers that Amazon Uses to Run Its Business

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    Amazon’s strategic intent is to be the most customer-centric company and to offer the earth’s biggest selection of products. But what are the underlying goals and strategies the company uses to deliver on those promises?
    Feb. 7, 2013
    Strategies
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  • Being Creative on Zazzle.com

    How Easy Is It to Create (and Sell) Your Own Customized Products?

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    Zazzle.com makes it easy for people to create and sell customized products. Here’s our review of Zazzle’s tools for customizing products, creating storefronts, and merchandising custom designs.
    Jan. 17, 2013
    Strategies
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  • Amazon’s Next Moves

    It’s a Customer Ecosystem Poised to Become an Increasingly Important Part of Our Lives

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    Amazon isn’t “just” an online retailer; it’s a vibrant and layered customer ecosystem designed to help you get things done faster and cheaper. Amazon phones will bring added convenience. Amazon’s ads will be more relevant than Google’s or Facebook’s.
    Jan. 3, 2013
    All Members
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  • Shopping Smarter with Mobile Devices Changes the Face of Holiday Shopping

    Mobile Makes Its Mark on Thanksgiving, Black Friday, and Cyber Monday Sales in 2012

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    2012 holiday shopping kicked off in the U.S. with a bang. Consumers shopped heavily on the Thanksgiving holiday through “Cyber Monday.” Online shopping from tablet computers was big. So was comparison shopping in stores using mobile phones.
    Nov. 29, 2012
    All Members
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  • MySears Community Gets a Facelift

    Community and Commerce Are Still Too Separate!

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    Your customer community should be an integral part of your business and web presence. How well does the improved MySears Community do on integrating community with commerce?
    Oct. 18, 2012
    All Members
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  • Steps to Success for Personalizing Your Customer Experience

    A Roadmap for Personalization

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    See how pioneers in personalization, including Bakers Shoes and Netflix, use personalization to great advantage. Personalization varies among businesses and among customers, but we offer the specific steps you can take to set and accomplish personalization goals that enhance your business and your customer experience.
    Jun. 7, 2012
    All Members
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  • Is Sears.com Strong Enough to Help Save Sears?

    Customer Experience Audit of Sears.com’s Capabilities to Let Customers Find and Buy What They Want and Manage Their Relationships

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    Customer Experience Audit of Sears.com’s Capabilities to Let Customers Find and Buy What They Want and Manage Their Relationships
    Jan. 19, 2012
    All Members
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  • All I Want for the Holidays

    A Wish List to My Favorite Retailers and Etailers

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    Here's a list of ways to personalize the holiday shopping experience that will delight customers and bring in extra sales from those of us who avoid Black Friday and Cyber Monday.
    Dec. 15, 2011
    All Members
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  • How Well Does Staples Help a Small Company "Manage My Stuff?"

    Customer Experience Audit of Staple’s Capabilities to Let Small B2B Customers Manage Their Relationship

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    Staples has done a great job of making it easy for customers. But how does it do in a scenario in supporting a small business customer’s account management needs as he tries to “manage his stuff?”
    Jul. 21, 2011
    Strategies
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