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Flooring The Consumer Blog

Exploring the Customer Experience 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

This is a 9 minute read.

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

This is a 9 minute read.

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

This is a 5 minute read.

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 Visual is Your Online Customer Experience?

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

This is a 7 minute read.

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

This is a 9 minute read.

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

This is a 8 minute read.

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

This is a 8 minute read.

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

StoryTelling The Business Way With Ron Ploof

Posted by Christine B. Whittemore on Dec 1, 2015 8:30:00 AM

This is a 6 minute read.

I need to share a business story with you about storytelling the business way. It starts out this way...

Once upon a time, there was a really gifted storyteller. His name was Ron Ploof. Every day he found a reason to tell stories to help others understand things better. Then one day, he decided to take on Project Lizzie to tell the story of someone who lived 100 years ago based on 99 postcards. Because of that, he connected the dots between his own storytelling story.

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Topics: customer experience, content marketing

How Great Brand Building Creates Extraordinary Experiences

Posted by Christine B. Whittemore on Nov 12, 2015 8:30:00 AM

This is a 6 minute read.

If you are grappling with how to build your brand so you can create truly extraordinary experiences for your customers, you're in luck.

Brand building expert Denise Lee Yohn has released her second book titled Extraordinary Experiences: What Great Retail and Restaurant Brands Do. It will inspire and guide you onto a path for transforming your brand into one that builds and sustains your business.

Denise shared an advance copy of her book with me; I really enjoyed the seven case studies detailed and how each illustrates a brand-building principle from her first book, including specific recommendations on how to focus on that principle for your business. You will, too.

(See What Great Brands Do By Denise Lee Yohn for perspective on Denise's first book.)

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Topics: customer experience, brand marketing

Does Your Customer Experience Express Love and Thoughtfulness?

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

This is a 5 minute read.

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