We’ve Been Expecting You – The Awful Retail Associate
Everyone has had that experience in a retail store when you feel like you know more than the person trying to sell you something. Customer experience isn’t a game you can play by chance. Guaranteeing a knowledgeable associate is available when your customer needs help is the best way to create an amazing customer experience […]
Walmart Knows What Millennials Want From Retailers
A recent article by AdAge points out that the hottest big retailer among Millennials is Walmart. The article cites Walmart’s focus on online and mobile search to be the driver for its partnership with popular Millennial brands, such as Tommee Tippee baby bottles. Walmart’s smart approach to search aligns with Engageware’s consumer retail survey results, which are discussed […]
Survey Shock: Amazon Shoppers Prefer a Store
Since the Internet first became mainstream, I have heard stories about the “death of traditional retail.” Analysts and industry pundits have long predicted how traditional brick-and-mortar retailers would ‘go the way of dinosaur’ in favor of their online counterparts. A recent Engageware research report, The State of Retail, suggests that these opinions are far from […]
Engageware Highlighted In Boston Globe Article
Boston Globe business journalist, Scott Kirsner, recently reiterated that businesses that provide 24/7 online and mobile scheduling do better than businesses that do not, citing mobile phones and cloud-based software as the igniters. Kirsner revisits this point in his recent Boston Globe article “Will services finally move into the Internet age?” In the article, Kirsner writes […]
An Efficient Branch Strategy Enables Banking Success
Superior customer experience is more crucial than ever in the banking industry, and a recent article by Barlow Research emphasizes the importance of the branch visit by highlighting banks who have made the process more efficient. The research firm reports that, based on its 2014 small business data, banking customers desire shorter wait times when […]
The Appleization of Retail: How Apple Used Customer Expectations to Enhance Their Retail Customer Experience
When it comes to shopping, today’s consumers seek immediate attention from knowledgeable staff. No modern retailer has made more strides at creating an exceptional customer experience and powerful in-store service than Apple. A cornerstone of this experience is the service and attention customers receive while visiting the Genius Bar. Apple recently made changes to its […]
Retail Reality Check [Infographic]
With so much information at their fingertips, you’d think shoppers would know exactly what they wanted before stepping foot in a store. But when we surveyed 1,000 consumers, at least half of them go shopping before they’ve made up their minds. That was only the tip of the iceberg. Consumers had a lot to reveal […]
U.S. Social Commerce Trends – 2012-2015 [Infographic]
The team at Invesp recently published an infographic highlighting the trends in US Social Commerce. The infographic specifically focuses on trends from 2012-2015 in the United States alone and contains some very interesting statistics. A few of the stats that jumped out to me are: Social Commerce will jump from $3B in 2012 to $14B […]
Some Online Retailers Seeing Value in Opening Bricks-and-Mortar Shops Via LA Times
As more and more stores increase their online commerce, consumers still crave a person to person connection to help with the purchasing process. A recent article from the LA Times by Shan Li is turning the focus to online retailers who are opening brick-and-mortar locations to build their customer base and drive brand loyalty. From the […]
Regions Bank Ranks as Top US Bank for Customer Service
Within the past five years, customer experience has been recognized as a core contributor to business success, driving the emergence of related programs, processes and the hire of dedicated customer experience experts in more and more corporations. Bruce Temkin, co-Founder of the Customer Experience Professionals Association, (CXPA.org), managing partner of the Temkin Group (and former […]
Customer Loyalty Is Dead. Long Live Engagement!
A fantastic article by Executive Director Curtis Bingham fosters new ideas around customer-centric management in the pursuit of better business results. Curtis provides a provocative perspective on customer loyalty and engagement. This article is the exact reason why a Responsive Engagement Platform is key to building trust and boosting customer satisfaction. By connecting your customers […]
Everyone can create a ‘Genius Bar’ customer experience | Adrian Swinscoe
Everyone can create a ‘Genius Bar’ customer experience – Interview with Gary Ambrosino of Engageware on creating a personalized customer experience in a retail. Adrian Swinscoe sat down with our very own Gary Ambrosino, to discuss what banks and retailers can do to fight todays showrooming. “Its all about giving customers the personalized attention they […]