by Colin Shaw | Feb 2, 2012 | Customer Experience
Walgreen’s “Urban Concept Store,” represents the best of the best in customer experience. As Walgreen president Joe Mangacca states, their aim is to “transform from a traditional drugstore to a retail health and daily living destination,” out of the desire to become...
by Colin Shaw | Jan 27, 2012 | Customer Experience
The psychology of waiting in lines bears interesting fruit. As a manager, even if you take logical steps to reduce customer wait time—it may not matter. So if practical, objective measures to reduce wait time don’t matter, then what does? How the wait is experienced....
by Colin Shaw | Jan 25, 2012 | Customer Experience
The mobile customer experience is the next edge in web-based retail sales, and its set to outpace both tablets and laptops. If you’re reading on your Smartphone, then chances are you already recognize the powerful waves the mobile experience is making in the retail...
by Colin Shaw | Jan 22, 2012 | Customer Experience
Empathy is the ability to understand the feelings, thoughts and experiences of another person, and it is a common research topic because of its importance in human interaction. In his popular blog “The Squeaky Wheel,” Dr. Guy Winch observes a tendency among clinical...
by Colin Shaw | Jan 13, 2012 | Customer Experience
In a recent blog post, I shared my interest in the connection between gender and customer experience with you. In the past week, I came across an intriguing study published in Journal of Consumer Research (August 2011). Researchers Kyoungmi Lee, Hakkyun Kim and...
by Colin Shaw | Jan 11, 2012 | Customer Experience
Since the early 1990s, e-commerce has skyrocketed. The success of digital retailers like Amazon and eBay has proven that virtually any product or service is “sellable” online. The soaring popularity of “Cyber Monday,” the digital counterpart of “Black Friday,” is a...
