Flooring The Consumer Blog

Flooring The Consumer Explores Getting Found In-Store and Online, aka the Customer Retail Experience

Does Your Customer Experience Express Love and Thoughtfulness?

Posted by Christine B. Whittemore on Jun 15, 2015 8:30:00 AM

When you're in a relationship, thoughtfulness indicates that love's involved. Assuming you love your customers, how does your customer experience express that love and thoughtfulness?

A Thoughtful Customer Experiences Seems Like a No-Brainer, No?

If you're paying attention to your business, you're aware that things are different. Customers are more knowledgeable, more demanding, less trusting and have higher expectations of their overall customer experience. For many decisions, they have more choices (including doing nothing). Being thoughtful is definitely a point of business differentiation - especially now in the world of ZMOT.

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Topics: customer experience

Social Media Marketing Lessons: The Met's Sree Sreenivasan #BRITEConf

Posted by Christine B. Whittemore on May 13, 2015 8:30:00 AM

When's the last time you visited the Met - virtually or in person? There are social media marketing lessons to be learned from those interactions as Sree Sreenivasan shared during #BRITEconf 2015.

Placing the Met Into Digital Perspective

The Metropolitan Museum of Art in NYC is an amazing institution. It has history, remarkable works of art, endless cultural icons in a setting that brings ancient worlds to life, helps you understand context and generally elevates the soul.

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Topics: social media, customer experience

How Location Makes For Great Customer Experience: David R. Bell at #BRITEConf

Posted by Christine B. Whittemore on Mar 27, 2015 8:30:00 AM

Whether you are a physical retailer or an ecommerce based one, location matters. That's according to  David R. Bell from Wharton, author of Location is (still) everything: why the real world matters for e-commerce, who presented findings from his book at #BRITEconf 2015. Note, though, that it's location with a twist: think location of the customer.

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Topics: retail experience

Connecting With Customers In A World of Demand: Doritos At #BRITEconf 2015

Posted by Christine B. Whittemore on Mar 13, 2015 8:30:00 AM

Have you noticed how connecting with customers has gotten more challenging? Gone are the days when brands called the shots, considering themselves the only experts. Consumers rule. Not only do they have infinite options, but they are digitally savvy, have access to knowledge and want to participate in the brands they care about. As marketers we must learn how to market in a world of demand.

PepsiCo Snacks Group Knows How To Market In a World of Demand

Ann Mukherjee, President, Global Snacks Group and PepsiCo Global Insights, is no stranger to the world of demand. Since joining PepsiCo in 2005, she has actively involved consumers from around the globe in developing new snack flavors, redefining the brand, and creating user generated advertising: 

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Topics: customer experience, brand marketing

Digital Marketing Brings Your Business To Life!

Posted by Christine B. Whittemore on Feb 4, 2015 8:30:00 AM

Wondering how to breathe new life into your store or business? One solution is through digital marketing so your business can come alive for those who start their purchase journey online. Here are my thoughts on this topic.

Reenergize your store with digital marketing

By Christine B. Whittemore

Have you considered how digital marketing – which includes social elements – reenergizes the retail store experience?

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Topics: retail experience, Digital Marketing

How Digital-Physical Mashups Affect Inbound Marketing and Retail

Posted by Christine B. Whittemore on Dec 2, 2014 8:30:00 AM

Do you believe that digital businesses will wipe out physical ones? If yes, you won't be too interested in digital-physical mashups and how they affect inbound marketing and retail. If no, read on!

The Future of Retail: Digital + Physical

Given that we are physical beings with physical needs and a deep appreciation for destination-worthy customer experiences, I doubt that brick-and-mortar businesses will be replaced by digital-only ones.

However, any business that totally ignores the online world and the fact that most customers start the purchase journey researching online will be very, very sorry.

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Topics: customer experience

What Great Brands Do With Mission Statements: 8 Examples

Posted by Christine B. Whittemore on May 1, 2014 8:30:00 AM

What's your opinion of mission statements? Do you use them or ignore them completely? Would you think differently if you saw what great brands do with mission statements?

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Topics: customer experience, brand marketing

Retail Experience POV: What Does Your Brand Stand For?

Posted by Christine B. Whittemore on Apr 10, 2014 9:27:00 AM

I like to focus on the retail experience because it represents the ultimate opportunity to bring together the visual, service, relationship, product, logistical, creative elements and more available to a business to create a one-of-a-kind, memorable and talk-worthy segment of time for customers.

(For additional perspective, see To Get More Business, Design Your Experience For Consumers.)

Good retail experiences have nothing to do with blandness. Rather, they embody a strong point of view (POV) that can't possibly be forgotten or confused with another. They bring your brand to life and keep it alive in people's minds and hearts.

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Topics: customer experience, retail experience

What Great Brands Do By Denise Lee Yohn

Posted by Christine B. Whittemore on Mar 11, 2014 8:30:00 AM

Have you wondered what great brands - such as Amazon, Starbucks, Apple, IBM and Zappos - do to consistently stand out in the marketplace?

The answer can be found in Denise Lee Yohn's compelling new book titled WHAT GREAT BRANDS DO: The Seven Brand-Building Principles that Separate the Best from the Rest.

Denise and I first connected via Twitter in 2010 over our shared interest in the customer experience. (Denise regularly inspires me with her many insights about great brands that delight customers.) We met in person at Columbia Business School's BRITE'11 conference in NYC and exchanged guest blog articles shortly thereafter. Here is hers about REI - another great brand you'll learn more about in her book: REI Makes Choosing Easy By Denise Lee Yohn.

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Topics: customer experience, brand marketing

Gazing into the Future of the Customer Experience: 11 Observations

Posted by Christine B. Whittemore on Jan 16, 2014 10:10:00 AM

So, what's ahead for the customer experience?

Having just participated in a thought-provoking conversation on SAP Radio's Coffee Break with Game Changers on customer loyalty and retail, I feel an intense need to share with you my observations about what I see when gazing into the future of the customer experience.

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Topics: customer experience

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