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Case study: improving instructions [TechScribe technical writing]
#Technical #writing example of redesigning inventory procedure guide: nice before/after example + use of nested un/ordered lists #retail
technical  writing  example  redesign  retail  inventory  procedure  store  office  communication  guide  bullsi  csr19  casestudy 
9 weeks ago by csrollyson
Ultimate Guide to Customer Experience Mapping: How to Map the CX from Start to Finish – NGDATA
Superb post compares #customer #experience maps to #journey #maps, shows when to use each, then how to build #CX map; BTW #agile #digital #ethnography speeds & improves this process
customer  experience  map  journey  comparison  reference  bullsi  csr19  howto  value  proposition  2017  data  social  media  sales  retail  transaction  example  template  omni  channel  touchpoint  emotion  research  persona  interview  forum  support  call  center  design 
april 2019 by csrollyson
You Need to Know the TRUTH About Customer Empathy!
Yes! Implies that many #customer #experience efforts are biased to the positive and asserts that truly effective #CX is based on empathy and honesty [don't fear the negative]. #Agile #digital #ethnography discovers the whole spectrum
customer  experience  touchpoint  csr19  bullsi  empathy  honesty  retail  register  example  emotion  policy  negative  exception 
april 2019 by csrollyson
Independent Retailers and the Changing Retail Landscape | U.S. survey | Nov. 2017
U.S. national small local retailers talk about how big-box and online retailers impact their businesses + results may surprise you
business  economic  development  19jam  survey  usa  smb  small  owner  2017  q4  bullsi  amazon  online  local  realestate  zoning  commercial  ecommerce  chain  retail  Competition  substitution  relationship  customer  experience  community 
january 2019 by csrollyson
Amazon Go - Wikipedia
Intro article one of Amazon’s #retail concepts: stores in #Chicago #Seattle #SanFrancisco
amazon  retail  automation  Q4  2018  Chicago  sanfrancisco  seattle  pilot  smartphone  geofence  application  rollout  grocery  drug  model  usa 
november 2018 by csrollyson
Jeff Bezos v the world: why all companies fear 'death by Amazon' | Technology | The Guardian
How #Amazon’s focus on customer experience, using data #analytics and #automation, has a big dark side #cx
amazon  pointofview  competition  Q2  2018  ecommerce  retail  example  partner  market  entey  big  data  analytics  customer  price  convenience  labor  job  robot  warehouse  automation  fear 
april 2018 by csrollyson
What Black People Have Always Known About Diversity Policies
Comment on the incongruency of how “diversity” is stated and practiced
usa  culture  black  racism  Q2  2018  pointofview  starbucks  philadelphia  police  retail  h&m  applebees  diversity 
april 2018 by csrollyson
HP’s Takeback Program – Electronics TakeBack Coalition
Fantastic, practical way to dispose of old tech stuff responsibly; #kudos @HP
recycling  hightech  printer  computer  copier  laptop  smartphone  mobile  phone  hard  drive  battery  usa  hp  retail  free 
february 2017 by csrollyson
How Retail Is Mastering the Omni-Channel Customer Experience | Centric Digital
Useful summary of #retail #store disruption + #ecommerce move into #apparel @jcpenney insights
strayegy  customer  experience  retail  store  example  jcpenney  ecommerce  omni  channel  2016  apparel  amazon  walmart 
october 2016 by csrollyson
Amazon plans to open a Chicago bookstore in Lakeview - Chicago Tribune
Customer experience lab transcends channels: @amazon goes retail in #chicago #lakeview #cx
book  retail  ecommerce  2016  q3  news  lakeview  chicago  customer  experience  store  digital  omni  channel  2csrollyson  2cdo  cco  sochap  2snr 
august 2016 by csrollyson
Wal-Mart to Acquire Jet.com for $3.3 Billion in Cash, Stock - WSJ
Walmart throws in the towel, buys Jet.com to rev #ecommerce woo Gen Y/Z
walmart  jetcom  Q3  2016  acquisition  ecommerce  Competition  amazon  store  retail  geny  genz  2snr  2csra 
august 2016 by csrollyson
(4) Ancien Cycles
Ancien Cycles in #HydePark #Chicago #retail #cafe
cycling  retail  hydepark  chicago  cafe  wifi  coffee  tea  apparel  bike 
june 2016 by csrollyson
Ancien Cycles | Chicago's home for everything Cycling
Custom #bikes #retail #cafe on #Milwaukee Ave in #WestTown #chicago
chicago  retail  cycling  west  town  milwaukee  cafe  wifi  coffee  tea  2csrollyson  culture  sport  transport 
june 2016 by csrollyson
Here comes the modern Chinese consumer | McKinsey & Company
Survey of #Chinese consumers: details spending behavior & trends in 22 city clusters
china  culture  economy  customer  analysis  report  survey  Competition  city  sales  retail  channel  Statistics  2016  2ghcj 
april 2016 by csrollyson
Starbucks Rewards Changes | More Stars | Starbucks Coffee Company
Colbert would be proud: @Starbucks changes its currency to reward spending over visits
starbucks  rewards  program  q2  2016  retail  coffee  cafe  2csrollyson 
april 2016 by csrollyson
Starbucks' CTO brews personalized experiences | CIO
New CIO @Starbucks shares how they're using #BigData & #mobile to drive #customer #experience #retail
starbucks  big  data  personal  experience  customer  loyalty  retail  coffee  restaurant  fastfood  cio  service  example  pioneer  mobile  application  cco  2cdo  2csra  sochap  2snr 
april 2016 by csrollyson
Needle Humanizes Customer Experience with Addition of Shopping Cart Feature | Business Wire
Brilliant! @Needle platform crowdsources #customer experts on using products to create #experience #advocate #success
startup  customer  experience  advocate  specialist  crowdsourcing  ecommerce  disruption  outcome  platform  retail  jtbd  sochap  cco 
april 2016 by csrollyson
Amazon uses shock tactic to stop thefts at warehouses - BBC News
Amazon uses video surveillance to scare warehouse #employee, to stop shrinkage. destroys #trust #fail #engagement
trust  relationship  employer  employee  surveillance  Q1  2016  news  amazon  video  retail  warehouse  operations  shrinkage  theft  social  engagement  experience  cco  sochap  example  2cdo  2csra 
march 2016 by csrollyson
Future of the Store: The Concierge Retailer?
Should mainstream retail offer concierge service? Customers love it
retail  customer  experience  service  concierge  pointofview  apple  apparel  luxury  q1  2016  Statistics  sochap 
march 2016 by csrollyson
The surprisingly small reason for Walmart’s huge problem
[commented] How ignoring #customer #experience drags profit even @walmart - Focus on customers' outcomes to engage #cx
retail  big  data  operations  q1  2016  pointofview  walmart  example  customer  experience  profit  grocery  local  experiential  ethnography  sochap  csrblogcomment 
february 2016 by csrollyson
Urgent care - Wikipedia, the free encyclopedia
Useful reference for urgent/ambulatory care; some comparison w retail clinics and ERs
healthcare  comparison  retail  clinic  urgent  care  reference  1cv6s 
february 2016 by csrollyson
CVS retail chain clinics expand while Walgreens operation stalls - amednews.com
CVS v. Walgreens in retail clinics as of Q1 2012 + table with all retail clinics
retail  medicine  2012  rank  walgreens  cvs  analysis  Q1  directory  healthcare 
february 2016 by csrollyson
Retailers Experience Success Due to Employee Engagement - Pet Product News - January 2016
Conventional advice to boost #employee #engagement + #retail examples show EE's effect on #customer #experience
employee  engagement  retail  pet  store  example  customer  experience  howto  advice  sochap 
february 2016 by csrollyson
Welcome to the Medical Neighborhood | CVSHealth.com
CVS joins USA-wide alliance to boost coordination of #healthcare among physicians hospitals pharmacy & more
healthcare  collaboration  2014  usa  provider  retail  pharmacy  hospital  social  government  community  1cv6s 
january 2016 by csrollyson
Android is ousting Windows from its last mobile bastion | InfoWorld
SUPERB: How Microsoft walked away from embedded #supplychain devices; parallel to #Windows #Mobile? #retail
mobile  embedded  software  device  history  analysis  Q1  2016  windows  android  Operating_systems  open  source  google  microsoft  Tizen  supply  chain  inventory  b2b  retail  example  strategy  product  2csra  2ghcj 
january 2016 by csrollyson
How to Say “Sorry” in Customer Experience Failures
Want to build trust? > How to apologize to customers | examples + rationale #Customer #experience
cco  customer  experience  cx  2010  example  apology  operations  retail  hightech  transparency  trust  2cco  2sochap 
december 2015 by csrollyson
4 Ways an Omni-Channel Strategy Can Transform Your Customer Experience
Brief gives four solid reasons to use operations data to inform evolution BUT it's not transformative
customer  experience  omni  channel  data  operations  pointofview  retail  q4  2015  definition  sochap 
december 2015 by csrollyson
Where Customer Experience and Employee Engagement Converge | The ForeSee Blog
Very useful research correlates #customer #experience with #employee #engagement and plots on a graph + links
sochap  employee  engagement  customer  experience  research  Statistics  rank  comparison  retail  store  management  q4  2014  reference  organization 
december 2015 by csrollyson
ISBN 101 For Self-Publishers
Helpful reference on the importance of ISBN for self-publishers
author  publisher  standard  global  retail  entrepreneur  reference  value  proposition  book 
november 2015 by csrollyson
Nudging, clever marketing, or both? Exploring the ethics of private sector nudging — Misbehaving
Examining @cvs @pepsi motivations behind food & #retail nudging #ethics #behavior #economics kudos @linneagandhi
behavior  economics  nudge  ethics  blog  food  cvs  pepsi  profit  customer  retail  merchandising  q4  2015  pointofview  analysis  health  junk  2cco  2csra  2sochap 
october 2015 by csrollyson
No Brand Worshipped by Accident | Value of customer loyalty infographic
Useful stats on customer experience, loyalty & business value in retail context Thx @jeannebliss
customer  experience  loyalty  uk  statistics  trust  relationship  service  sales  brand  NPS  social  media  email  infographic  value  proposition  retail  cco  2cco  2cdo  cdo 
october 2015 by csrollyson
Personalisation is key to increasing customer loyalty - raconteur.net
The new table stakes: Using software to get personal w #customers in #retail #cx
retail  q3  2015  uk  personalization  social  media  big  data  ecommerce  cdo  2cdo  customer  experience  cco  2cco  sochap  2sochap 
october 2015 by csrollyson
The 3 Game Changers of Mobile Customer Experience
The beaten path (don't recommend); serving by mob.survey is a fail, note its aim is cost reduction; mobile offers hyped
mobile  marketing  q3  2015  customer  experience  service  beacon  bluetooth  retail 
october 2015 by csrollyson
A Bigger CMO Role: The Chief Omnichannel Officer
Another example of a retail brand coping w the need for #digital & #customer #transformation
cco  cdo  executive  omni  channel  retail  brand  management  digital  customer  experience  transformation  cmo  career  strategy 
september 2015 by csrollyson
Helena Foulkes— The change agent inside CVS
Future CCO? Great cameo of key CVS exce changemaker + dynamics of pharmacy retail
retail  healthcare  enterprise  merger  executive  customer  experience  history  competition  q3  2015  cancer  pharma  insurance  strategy  cco  2cdo 
september 2015 by csrollyson
Do You Believe Customers are an Asset…Or a Cost Center? - Customer Bliss
[comment] Superb cases of how trusting #retail customers boosts business- w numbers- cycling+furniture in comments
customer  experience  casestudy  retail  cycling  furniture  statistics  trust  relationship  life  value  2chcuo  2sbs  csrblogcomment  cco 
september 2015 by csrollyson
Oracle cross channel customer experience Celcom case study
2 #omnichannel case studies on Oracle; nice detail of customer journey incl. #socialmedia #retail #callcenter...
omni  channel  customer  experience  casestudy  oracle  enterprise  software  retail  call  center  website  mobile  social  media  2chcuo  cco 
september 2015 by csrollyson
Disruption by Trusted Advisors
[commented] Riffing on disruptive business model, a holistic "trusted advisor" + disruption to retail, brand
business  strategy  trust  service  product  vision  infomediary  q2  2015  consultant  advocate  2sbs  model  big  data  IoT  customer  experience  client  retail  cco  csrblogcomment 
august 2015 by csrollyson
Coffee Place Geography
Fun & interesting: map of the retail locations of USA #retail #coffee chains
usa  coffee  retail  chain  map  starbucks  dunkindonuts  timhortons  caribou  2014  q1  comparison  pizza  2csrollyson 
june 2015 by csrollyson
Smoke Detector and Carbon Monoxide Alarm Buying Guide
Incomplete "buyer guide" includes some useful information but doesn't help with any part of the stakeholder workstream
15usbird  product  ws1  retail  ecommerce  guide  example 
may 2015 by csrollyson
About Us | The Recyclery Collective
Rogers Park/Evanston retail+community promotes cycling, gives maintenance classes & sells used bikes
cycling  retail  association  community  Rogerspark  evanston  repair  sales  mission  chicago  volunteer  forum 
may 2015 by csrollyson
Myspace still not dead, but ads are in the driving seat
#Myspace parent harvests user data to target advertising - writer sees no social network rebirth
myspace  pointofview  data  user  music  harvest  advertising  social  network  offline  retail  q1  2015 
march 2015 by csrollyson
Location, Location, Frustration | Inc.com
3 site selection case studies for apparel, education & manufacturing
retail  store  manufacturing  plant  casestudy  location  california  site  selection  q4  2014 
march 2015 by csrollyson
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