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Optimizing the Brick-and-Mortar Customer Experience


The vast array of products online can make the traditional store assortment appear limited -- like a quaint showroom. Leading retailers already have begun responding to this challenge, largely by providing in-store kiosks and order points. While this is a good first step to mirroring the endless aisle available on the Web, retailers can take this to another level through visual merchandising.
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Self-Service and the 'R' in CRM


Too often we get wound around the axle of personalization because we erroneously believe we need to develop a personal relationship with customers, but I think that's a misunderstanding of the 'R' in CRM. There are lots of ways to relate, and most of them don't become personal. That's where analytics come in. Especially machine learning and journey mapping.
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ECT News Community   »   CRM Buyer Talkback



* * Topic  Posts  Last post  Date
Re: A CRM Lesson From Sesame Street 2  Intelestream   2011-01-21 14:27:43 
Re: When Self-Service Goes Horribly Wrong 2  firstoff   2011-01-21 08:40:12 
Re: 9 Ways to Squeeze the Most Value From Customer Feedback 2  mollygriffin   2011-01-19 12:47:06 
Re: Breaking the Tech Terminology Barrier 2  Intelestream   2011-01-15 11:47:43 
Re: 10 Steps to Customer Self-Service Nirvana 2  bsjames2   2011-01-05 09:24:57 
Re: The Contact Center in the Cloud: Q&A With LiveOps VP Jeremy King 2  Intelestream   2011-01-03 13:48:57 
Re: Next Year's Strategic Opportunities 2  workingcafe   2011-01-03 01:46:08 
Re: Delivering Exceptional Customer Experience in a Multichannel World 3  shaloo   2010-12-27 05:38:32 
Re: FuzeDigital Plays on Big Customer Service Vendors' Turf 2  cvancourt   2010-12-22 16:58:17 
Re: The 2 Customer Experience Wreckers 2  Intelestream   2010-12-20 15:48:19 
Re: Salesforce.com Aims to Pump Up Chatter's Volume 2  anchen_me   2010-12-06 06:54:46 
Re: Sustainable Social Media Strategies for Retail and Corporate Banking, Part 2 2  RuthW   2010-12-02 09:03:13 
Re: TCO, ROI and the Difference Between Price and Cost 2  Intelestream   2010-11-30 10:22:14 
Re: Sharpening the Social Toolset 2  Intelestream   2010-11-09 15:56:14 
Re: OEMs Get a Lot of SugarCRM Poured on Them 2  martinlc   2010-10-01 20:59:32 
Re: Is It CRM Time Yet? 2  Intelestream   2010-09-20 16:43:17 
Re: The ROI of CRM 2  Intelestream   2010-09-03 11:15:10 
Re: How to Build a Better Business Blog 2  wcms-systems   2010-09-03 04:21:30 
Re: Health Insurance Consumers Should Seize More Control 2  Lrqausa1   2010-08-30 06:31:36 
Re: Analytics and Social CRM: Parallel Evolution? 2  lisamiller   2010-08-29 11:23:00 

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Are you looking forward to self-driving cars?
You bet -- I'd love to have a built-in chauffeur.
Yes -- self-driving cars will save lives.
Kind of -- I'd like some self-driving features, like parking.
No -- self-driving cars are too dangerous.
No -- I don't want to give up another freedom.
Absolutely not -- I saw Terminator and I'm not letting some robot take me for a ride!