simple-marketing-now-logo.png
Simple Marketing Now is HubSpot Certified
Flooring The Consumer Blog

Exploring the Customer Experience In-Store & Online

How to Lose IBM Customers: Preposterous Verizon Customer Experience

Posted by Christine B. Whittemore on Oct 21, 2012 7:04:00 PM

This is a 2 minute read.

How to Lose a (Lot of) Customer(s) in 3 Easy Steps, or Verizon Snubs IBM

We recently heard from a retired IBM executive about a recent experience he had attempting to get a discount from Verizon Wireless in regards to their “Retired IBM Employees” program.

It was sad, funny, preposterous and fairly hopeless all at once and serves as a reminder of all that goes wrong where best-laid-plans get put into practice.

Read More

Topics: customer experience, customer loyalty

Customer Loyalty: 5 Marketing Blogs to Follow

Posted by Christine B. Whittemore on Sep 24, 2012 10:00:00 AM

This is a 2 minute read.

I had a nice surprise when I came across an article from Terrapinn's Total Customer Blog - which focuses on 'Strategy, innovation and ROI for marketing and CRM professionals'. It included a listing of five customer-focused blogs to follow, including Flooring The Consumer

Read More

Topics: customer loyalty, About Us

How IKEA Creates an Apple-Like Retail Experience

Posted by Christine B. Whittemore on Aug 13, 2012 9:45:00 AM

This is a 3 minute read.

In his book The Apple Experience: Secrets to Building Insanely Great Customer LoyaltyCarmine Gallo refers to Apple's Five Steps of Service.

More specifically,

Approach customers with a personalized, warm welcome.

Probe politely to understand all the customer's needs.

Present a solution for the customer to take home today.

Read More

Topics: retail experience, customer loyalty

Happiness and Customer Experience: Interview with Bernd Schmitt

Posted by Christine B. Whittemore on Apr 30, 2012 9:45:00 AM

This is a 4 minute read.

During BRITE '12, Columbia Business School Professor Bernd Schmitt introduced "Happy Customers Everywhere", his latest book. He provocatively asked whether happiness is a function of simply removing pain points from the customer experience, or is there more?

Read More

Topics: customer experience, customer loyalty

Customer Loyalty and Satisfaction: 3 Lessons From Ace Hardware

Posted by Christine B. Whittemore on Feb 20, 2012 9:54:00 AM

This is a 2 minute read.
The local retail experience fascinates me. As much as customers use online tools for research and even purchase, local resources matter. Particularly if those local retailers recognize and respond to their needs in a relevant way that - ideally - integrates the online experience with the in-store one and generates customer satisfaction.
Read More

Topics: retail experience, customer loyalty