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Flooring The Consumer Blog

Exploring the Customer Experience and How To Get Found In-Store & Online

What Great Brands Do With Mission Statements: 8 Examples

Posted by Christine B. Whittemore on Aug 14, 2017 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

Bathrooms Affect Retail Experience Say Studies

Posted by Christine B. Whittemore on Jul 24, 2017 8:30:00 AM

Were you aware that bathrooms affect the retail experience? A clean bathroom encourages shoppers to linger and return whereas a lousy one repels them. And, depending on the business, the lousier the state of the bathroom, the more lethal the consequences.

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Topics: customer experience, retail experience

Customer Satisfaction: Do You Assume or Have you Asked?

Posted by Christine B. Whittemore on Jul 3, 2017 8:30:00 AM

How satisfied are your customers? Do you know or, do you simply assume that customer satisfaction with you is high? Does it surprise you to learn that true experts ask? 

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Topics: customer experience

How Valuable Is Social Networking for Business?

Posted by Christine B. Whittemore on Jun 13, 2016 8:30:00 AM

Back in 2012, Jon Trivers and I engaged in a public debate in Floor Covering Weekly about the value of social networking for business. As you might imagine, Jon declared that networks such as Facebook and Twitter were a waste of time; I debated the reverse.

To better make my points for my article, I called in support from my own social networks.

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Topics: Twitter, B2B Social Media, Facebook

How Visual is Your Online Customer Experience?

Posted by Christine B. Whittemore on May 2, 2016 8:30:00 AM

Have you noticed how intensely visual the online customer experience has become?

From idea books on Houzz,to Pinterest, Instagram, Facebook's timeline format, and YouTube's art channel guidelines and Google+, the presentation is increasingly visual, creating a need for your own content to be visual.

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Topics: customer experience, Digital Marketing

Tallying Up 7 Persuasive Content Marketing Resources

Posted by Christine B. Whittemore on Mar 21, 2016 8:30:00 AM

Have you noticed references to #persuasion around you? I have and decided on tallying up several of these resources to become more attuned to persuasive content marketing.

Consider this a reference of sorts. You'll find below a recap of highlights from these 7 persuasion resources. I encourage you to visit them directly as each includes examples and visuals worth experiencing.

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Topics: customer experience, content marketing, email marketing

Is Your Customer Experience Driven To Delight the Mercedes-Benz Way?

Posted by Christine B. Whittemore on Feb 22, 2016 8:30:00 AM

Is your customer experience driven to delight customers the Mercedes-Benz way? In other words, is every aspect of your organization built around your customers?

In Driven to Delight, author Joseph Michelli, PhD, CSP, describes the journey Mercedes-Benz USA took to transform the organization into one committed to delivering world-class service to all its customers. 

I recently caught up with Joseph to ask him about his latest book, Driven to Delight, which was released in December 2015.

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Topics: customer experience

How To Create Persuasive Email Marketing With Nancy Harhut

Posted by Christine B. Whittemore on Feb 1, 2016 8:30:00 AM

Persuasion matters in business. How effective we are at it reflects how well we understand the needs of others and communicate that understanding. As marketing communications shift online, knowing how to create persuasive email marketing becomes critical for business success.

Nancy Harhut, whose insights inspired How To Write A Persuasive Email, is an award-winning marketing and advertising executive and persuasion expert. She knows firsthand the benefits of applying the science of human behavior to online marketing.

Nancy shares her expertise in this blog interview.

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Topics: customer experience, content marketing, email marketing

Provoke Creative Content Marketing With Lateral Thinking

Posted by Christine B. Whittemore on Jan 26, 2016 8:30:00 AM

If you've been doing content marketing for any period of time, chances are you've hit at least one wall where you're left wondering how will you ever publish another piece of content let alone a remarkable one... Consider breaking through that wall using lateral thinking to get back to generating creative content marketing.

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Topics: content marketing, innovation

How To Write A Persuasive Email

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

A persuasive email is akin to the holy grail for marketers. It's one that will get opened, and read, and possibly even acted on. It's impossible to resist. So, what goes into writing that truly persuasive communication?

Wisdom from Nancy Harhut, Chief Creative Officer at The Wilde Agency, originally shared in Human Behavior & Marketing Response: 13 Choice Drivers To Consider, helps make sense of how we are hardwired to respond. Her presentation was titled Tapping into Human Behavior to Increase Open, Read and Response Rates. Although focused on direct mail, the insights highlighted are equally relevant for writing persuasive emails.

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Topics: email marketing