With a total of 2,278 retail stores in all 50 states, the District of Columbia, Puerto Rico, U.S. Virgin Islands, Guam, 10 Canadian provinces, and Mexico, Home Depot is as familiar a name in retail home goods as any. Founded in 1978, Home Depot, the world’s largest home improvement retailer, knows how to generate customer loyalty, customer engagement, and memorable […]
Archives for: Tag: B2C
A Customer Experience Series on Mobile Integration in Retail Today, the customer path to purchase is a complex web of interactions and experiences across digital and physical channels. Mobile is the indispensable common denominator that is guiding, informing and influencing the customer through their journey. For those retail brands that can successfully and seamlessly […]
There is no secret that having a well-defined sales process will enable you to accelerate your sales cycle. However, what we often find is that most sales processes are developed with little consideration in regards to how customers buy. This is a problem. Sales teams and sales processes are too far removed from the actual customer […]
The recent Customer Experience Professionals Association Insight Exchange in San Diego was a great forum of CX professionals sharing ideas and discussing trends that are shaping customer experience today. The continuing growth of the CXPA’s membership over the last 5 years speaks to the ever increasing importance of CX across all industries and markets. Despite […]
Social media, when used correctly, is a powerful tool for retailers. But because of the nature of retail, it is even more critical that the social media connection be authentic and personal. In essence, a retailer’s “product” is their “store”. And their store experience – whether online or a physical store – requires interaction and personal engagement with the customer. Customers may choose store X over store Y for their Nike running shoes because the sales staff is more friendly, or they carry a better assortment of running shorts, or the atmosphere is more geared toward their age group … any number of reasons. But from the customer’s standpoint, store X just “knows me” better. And what better way to feel “known” by your favorite store than through social media, which is by definition a social interaction forum.