Data Can Do for Change Management What It Did for Marketing

Business in the 21st century is being redefined by a data-driven revolution. Take the MIT Media Lab’s experiment to see whether it could estimate retail sales performance on “Black Friday,” the day following the US Thanksgiving holiday. Instead of waiting for data from the stores themselves, they used location data from mobile phones to infer … Continue reading Data Can Do for Change Management What It Did for Marketing

If the end of Customer Experience, UX and Service Design is near? Deal with it.

I’ve been thinking about this for a while now. Customer Experience, UX and Service Design help organizations to provide excellent services. We do it in different ways, but that’s what we do. Not for much longer. We used to have few interactions with organizations Not so long ago, people used to have someone to do … Continue reading If the end of Customer Experience, UX and Service Design is near? Deal with it.

Can store experiences save retail?

At the Rebecca Minkoff store in New York’s Soho, “smart” digital walls and mirrors let you tap for a different clothing size or color — as well as a free glass of champagne. At the Warby Parker store near Hollywood, you and your friends can create your own 15-second shareable video in a “green room” … Continue reading Can store experiences save retail?

Four Steps to Maximizing Customer Lifetime Value

Customer lifetime value (CLV or CLTV) is the most underappreciated B2C metric. "Underappreciated, you say? We measure customer lifetime value, and it's really important to us!" Sure it's a common metric, but why is it important to your business? Most B2C marketers use customer lifetime value as an input to determine how much is reasonable … Continue reading Four Steps to Maximizing Customer Lifetime Value

No longer brick-and-mortar vs. online retail: Customers view a ‘single lens’

No longer brick-and-mortar vs. online retail: Customers view a ‘single lens’ Despite the ease of online shopping, consumers still crave the tactile experience of physical stores. Columnist Allan Haims explains how retailers can unify their channel strategies and take a best-of-both-worlds approach. While people relish the convenience and vast inventory available via online shopping, today’s … Continue reading No longer brick-and-mortar vs. online retail: Customers view a ‘single lens’