retail

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How Frustration through Design became Market Leadership

By | 2017-06-02T09:29:24+00:00 September 13th, 2016|Categories: Customer Centricity, Experience Design|Tags: , , , , , |

In this special article, I interview Jeffery Sears, CEO of PIRCH, to get his insight on customer experience. I went to visit the new Atlanta PIRCH store in Buckhead, near Lenox Square just a few weeks ago and I was blown away by the experience. With 20 years of customer experience under my belt, it takes [...]

Here’s a Notion Retailers Must Adopt

By | 2017-06-02T09:29:24+00:00 September 8th, 2016|Categories: Experience Design, Metrics and ROI, VOC and Customer Insights|Tags: , , , , , , , , |

During the second week of January each year, The Jacob K. Javitz Center in New York is home to the National Retail Federation’s annual retail show. It’s called the BIG Show because, well, it’s big. Hundreds of vendors to the retail trade and 30k+ delegates paraded through this year’s ‘store of stores’ in 280,000 square feet [...]