| | | Workface | |  Retail | 5 articles |
| Page 1 of 1 | Previous | Next | WORKFACE AUGUST 22, 2011  Customer Satisfaction is No Longer Enough – Engagement is Now Key ” Lots of technology vendors, retailers, clothing makers and other types of companies have satisfied customers. In retail, 42 percent of Nordstrom's customers connect at a higher level compared to 29 percent for Macy's and 23 percent for Walmart.” What is that sets brands like Apple, Nordstrom and Nike apart from their competitors? We ‘expect’ to be satisfied.” | WORKFACE OCTOBER 19, 2011  Creating Great Digital User Experiences for Your Next Wave of Customers Most retailers have figured out how to sell low-involvement and frequently purchased products online. In an outstanding piece on Harvard Business Review, Users Are the New Growth Engine , Aaron Shapiro warns CEOs who “won’t acknowledge the impact digital technology is having on their business,” may not be around in five years. Grow your user base and customers follow.” | | | | | |
| WORKFACE JANUARY 3, 2012 Web 4.0: The Era of Online Customer Engagement circa 2007-2011): Content creation by the majority; web participation is a right; social layers horizontally available; software in the cloud; e-commerce overtakes offline retail; desktop computer, mobile phones and tablets. This retail giant who lives in my backyard accounts for over 30% of all consumer electronics sales. Over ten years ago Larry Downes, in Unleasing the Killer App , wrote that while transitioning to the Internet was revolutionary for retailers, it was merely evolutionary for customers. For brick-and-mortar retailers, however, the shift was jarring. | WORKFACE DECEMBER 5, 2011 How to be Where Your Customers Are – In the Digital Flesh In the online word, unfortunately, it’s status quo for Nordstrom (not much different than visiting Target.com or any other commodity retailer). There is no doubt that if you have a company website you have definitely seen it evolve over the last decade. It started out simply as a digital version of the fancy full color brochures your marketing department paid bucks to have printed up. This was the classic Static Brochure website. Then, along came technologies that allowed your website to display information that came out of a database. ” or user-generated content platforms. | WORKFACE JANUARY 17, 2012 6 Billion Kings – Why Your Approach to Customers Must Change Yes, phone and email are still alive and well, but now you have to take into consider a range of unique customer communication preferences, including: social media channels (Facebook & Twitter), customer-initiate real-time text/audio/video chat wherever your Company has a digital presence (website, social media, phone, tablet), and also that all these communication channels work flawlessly within your retail doors. Customers are often referred to as “consumers” for a reason: they pay for consumption. First, we consumed. But, this is about to get much more complicated. | |
| | | | |
| |
|
| |
