blog: Great experiences start with great employees

Many leading customer experience experts have predicted that 2012 will be the year that retailers increase their focus on employee engagement programs because they play a critical role in the success of one’s customer experience strategy.
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Posted in: What Do I Need to Consider When Choosing a Vendor

whitepaper: How top performers use outside expertise to improve Customer Experience quality

This Deep Dive analyst report explores the reasons for engaging outside resources with specialized expertise for help in improving customer experience quality and the benefits that Top Performers are realizing as a result. The report focuses, in particular, on the multi-unit retail and restaurant industry, on account of the high-touch nature of these businesses and the extent to which customer experience quality serves as a key source of competitive advantage.
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blog: Drifting away: embracing a cross-channel Brand Experience

You are probably all too young to remember the singer Dobie Gray, but at the risk of dating myself I readily admit that I do! Back in the day, he had a couple of mega radio hits, including “Drift Away”, which is still a playlist staple on most Golden Oldie stations.
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blog: Bringing a personal touch back to Retail

Having returned from the annual National Retail Federation conference in New York I am increasingly excited for the opportunities that lie ahead for retailers. Each year retailers and solution providers from around the globe gather to discuss the latest trends in retail and share best practices around how best to adapt to the road ahead.
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Posted in: What Do I Need to Consider When Choosing a Vendor

case study: What role does Social Media play in selecting the right CEM vendor?

In order to find the right vendor, it is important to determine exactly what you are looking for from your CEM vendor. What prompts many companies to consider implementing a customer experience solution are the business challenges they face. How to identify and mobilize brand advocates to share their positive opportunities with their social networks is a big opportunity for brands today.
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blog: 2012 Top trends in retail

This coming year will be equally challenging to 2011. While the economy is continuing to show signs of life, some of the macroeconomic negative influencers still exist. On the positive side, several emerging trends in retail pose significant opportunities for savvy retailers to grow their market share.
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Posted in: What Do I Need to Consider When Choosing a Vendor