Author: G01d0926

Using Customer Insights to Focus Employee Improvement Efforts For over 30 years, the concept popularized by Harvard’s “Service-Profit-Chain” of “Delivering the Employee Experience leads to Delivering the Customer Experience” has been talked about...

Test Before You Commit: How Eye-Tracking Research Can Help You Improve Your Retail Customer Experience Over $600 Billion is spent on advertising every year – much of it in retail promotions – to influence shopper behavior.  But there is surprisingly...

Connecting Research to Results #3 – Where is Your Customer Retention Leaking? And How Do You Fix it? Companies spend over $1 Billion every year to retain the customers they have acquired.  A few companies understand the key logical and emotional...

6 Emotional Drivers in the Retail Shopping Journey Our wish every New Year’s is that retailers take the time to focus on the emotional journey that shoppers take and deliver an experience that makes the shopping trip productive, eventful...