Customer Experience Archives

Users, Consumers, Customers, Shoppers. We can name them differently, but these are the people that make or break the success of an organisation. Here you will find the posts that I have written reflecting on the successful relationship between these.

Digital Transformation in Store 3
Customer Experience

Digital Transformation in Store

Perhaps no other industry has been impacted by changing customer demand like retail. People want to have 24/7 shopping experiences, and they want…

Retail Employee Compensation
Customer Experience

How Much should a Retail Employee earn?

Too many retail jobs are just barely above minimum salary. Yet some retailers show that paying higher salaries pays off. Whats the right recipe?

Channels Are For Televisions, Not For Customer Experiences 5
Customer Experience

Channels Are For Televisions, Not For Customer Experiences

The title of this post is a direct reference to a few reports from Forrester on the Omnichannel Playbook for 2018 written by…

The Future of Working in Retail
Customer Experience

The Future of Working in Retail

So you really want to Work in Retail in the Future? With news titles of “Retail Apocalypse” lingering around in masses, a drop…

The Value of a "wow" Shopping Experience 7
Customer Experience

The Value of a “wow” Shopping Experience

A couple of days ago I’ve spoken at the annual Marketing Symposium that Deloitte organizes in Luxembourg. My short intervention was focusing on…