by Annette Franz | May 16, 2018 | customer experience, customer service, ecommerce, retail
Image courtesy of PixabayToday I’m pleased to present a guest post by Jason Grills with ProProfs.Ever since 1994, Amazon has been spreading its impact and dictating trends in the e-commerce industry. If you’ve ever used its services, you’ve probably had the...
by Annette Franz | Oct 24, 2013 | customer experience, ecommerce, retail
Well, maybe not easy but certainly more!Today I’m pleased to present a guest post by Erin Steiner.Online shopping is no longer a luxury. Today, being able to buy the products and services we want online has started to feel like a right. It’s weird when we...
by Annette Franz | Sep 27, 2013 | customer experience, customer service, retail, sales, small business
Why do you frequent small businesses? Why do you shop local?Last month, the team at Software Advice published the findings of a six-month long research study, The Great Retail Experience Race: Local vs. National, in an article titled, “Small Businesses Lose Big...
by Annette Franz | Jul 23, 2013 | brand, customer experience, franchise, license, retail
Image courtesy of Pixabay Last Tuesday, I wrote about my love for Starbucks while yearning for a consistent experience from store to store. Today, I drill down a bit into the root cause of these inconsistencies. First a quick update: Despite the many tweets and shares...
by Annette Franz | Jun 4, 2013 | communication, customer effort, customer experience, retail
I’m putting my customer hat on today to share my initial thoughts on a new tool from Target called Cartwheel. Have you tried it yet? I’d love to get your thoughts.Last Thursday morning (7:18am), I received an email from Target that announced a new tool...
by Annette Franz | May 23, 2013 | customer experience, mobile, retail
Today I’m pleased to present another guest post by Chris Martin. Here’s a question: Why would a customer willingly go to a store where there are fewer choices, average customer service, and the goods are priced higher than can be found elsewhere? One word:...
