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Flooring The Consumer Blog

Exploring the Customer Experience In-Store & Online

How Digital-Physical Mashups Affect Inbound Marketing and Retail

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

This is a 5 minute read.

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

Retail Experience POV: What Does Your Brand Stand For?

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

This is a 4 minute read.

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

This is a 7 minute read.

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

This is a 11 minute read.

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

Top 6 Customer Experience Articles for 2013 on Flooring The Consumer

Posted by Christine B. Whittemore on Dec 30, 2013 8:30:00 AM

This is a 3 minute read.

How much do you think about the customer experience you've created? Not just the one you offer via your store or showroom or office, but also the one you offer online. Is it one that expresses to your visitors and customers how much you cherish them?

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Topics: customer experience

Why Bother With Social Media Marketing Strategy?

Posted by Christine B. Whittemore on Dec 12, 2013 8:30:00 AM

This is a 6 minute read.

Lots of people are still asking themselves is participating in social media worthwhile for a business. Are you in that camp? Have you been wondering why bother? 

If you are, let me share with you 3 reasons for taking social media seriously and for moving ahead with a social media marketing strategy for your business.

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Topics: B2B Social Media, Digital Marketing

Happy Thanksgiving From Simple Marketing Now!

Posted by Christine B. Whittemore on Nov 27, 2013 8:30:00 AM

This is a 2 minute read.

I wish you, your friends and families a most wonderful Thanksgiving on behalf of all of us at Simple Marketing Now!

In anticipation of the holiday, I re-visited some of the past Thanksgiving articles I've written and came across several highlights that I thought you might enjoy. 

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Topics: About Us

7 Customer Experience Insights from Charity: Water

Posted by Christine B. Whittemore on Oct 23, 2013 9:23:00 AM

This is a 6 minute read.

Are you familiar with Charity:Water? Founded in 2006, the organization has reimagined how donating money for a worthy cause (in this case, ensuring that clean water is available to all) is done.

Having recently created a Charity:Water campaign in honor of my dad, I was struck with how intuitively friendly, talk worthy and fun Charity:Water has made giving and contributing to a cause. In fact, I came up with 7 customer experience insights for you to consider for your business - whether it's a charity or not.

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Topics: inbound marketing, customer experience

Content + Context For Customer Relevance and Relationship

Posted by Christine B. Whittemore on Sep 24, 2013 11:08:00 PM

This is a 4 minute read.

Have you noticed that there's more stuff than ever being pushed out via email, blog articles, social updates, etc. that pretends to be about customer relevance when it's really just content without relevance or context?

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Topics: customer experience, content marketing

Duane Reade Customers Want Therapy from Retail Experience

Posted by Christine B. Whittemore on May 15, 2013 12:51:00 PM

This is a 4 minute read.

If you've spent time in New York City, you're probably familiar with Duane Reade, the drugstore chainYour memories of that drugstore chain may be similar to mine: intensely utilitarian, not necessarily fun and certainly not a destination for relaxation or therapy. Not exactly the kind of retail experience to inspire, engage or generate much enthusiasm for.

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Topics: retail experience, Digital Marketing